Assign conversations to yourself

When a new message arrives in the conversation dashboard, the conversation is unassigned by default. Unassigned conversations appear in the Unassigned list in the left menu so the whole team can pick them up.

Open the conversation and click the Assign to me button (person icon) in the conversation header. The conversation now belongs to you and appears under Mine in the left menu.

You do not always need to click the button. A conversation is automatically assigned to you when:

• You reply to a conversation that is not assigned to anyone.
• You accept a suggested reply from AI Copilot (Accept and send).

In both cases the conversation moves out of the Unassigned list and into your Mine lists.

To give a conversation back to the team, click the same button again — it now says Unassign. The conversation returns to the Unassigned list.

If a conversation is already assigned to a teammate, a banner at the top of the conversation shows "Conversation is assigned to …". You can still take it over by clicking Assign to me in that banner.