Assign a conversation to a teammate

A conversation has one assignee. The first teammate to reply to an unassigned conversation becomes its assignee automatically. You can also hand it to someone else.

#Assign by replying

When you are the first teammate to reply to an unassigned conversation, HelpWell assigns it to you. The conversation timeline records it as:

Your name was assigned automatically after replying first.

This happens once. If you or a teammate replies again, nothing new is assigned.

#Assign to someone else

Type / in the message box to open the list of commands. /assign is one of them.

#See who owns a conversation

Every assignment is written into the conversation timeline. A hand-off reads like this:

Riley Park assigned this conversation to Justin Owner.

#What the assignee gets

When you assign a conversation to a teammate, they get a notification that says it assigned them customer name's conversation. By default it arrives in the app and as a push notification. It does not go by email or Slack unless the teammate has changed their notification preferences.