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CRM AND SALES
Conversation assignment
Conversation assignment is the act of giving a conversation a responsible teammate or team, either manually from the inbox or automatically by rules: round-robin within a team, by channel, by the lead's source or campaign, by language or business hours, or by the choice a customer made in a flow. Assigned conversations appear in the owner's queue and trigger their notifications.
shared inboxslaescalationassign conversations
Why it matters
Unassigned conversations are the ones nobody answers. Assignment is how a shared inbox turns into accountable work: each thread has a name on it, managers see load per person, and SLA timers can be attributed. Rules make it happen without a dispatcher.
In VGraple CRM
Assign from the conversation header or in bulk; automatic rules run on new conversations and on flow choices with round-robin inside teams, and reassignment on escalation or when an agent goes offline. The assignment guide covers rules and the mobile app's push notifications on assignment.