Assigning A Conversation to a Team Member
When you click on the name of any customer or ‘Visitor’, the previous conversation history loads on the right side. On the top of this right side chat window, you have options called ‘Unassigned’ and ‘Resolve’.
Unassigned – If you want a colleague to take action after a particular conversation, for example – to someone from the engineering team when your customers face an engineering related issue, simply choose a team member you can assign the conversation to. We will tell your team about it in an instant offline email notification. The conversation history will always be available to get context. Unassigning a conversation from yourself is simple – just go to where your name is and ‘x’ it out to send it back the ‘Unassigned’ pool under ‘Open’
Resolve – Marking the conversation as ‘Resolve’ removes the conversation from the ‘Open’ view and moves it into the ‘Resolved’ filter.