HelpWorking with agents

See who is answering a conversation

At the end, you can see who has each conversation, take one over, and give one to a teammate.

Time

A minute to learn

You need

A shared address that keeps mail

1. Read the bar at the top of a conversation.

   It says who has it. An agent is answering this: choose Take over to answer it yourself. You have this: choose Hand back to give it back to the agent. Waiting for a person: an agent handed it over; choose Take it. While a person has a conversation, the agent cannot answer it.

   The bar is on every shared address that keeps mail, such as hello@. A person’s own address doesn’t have one.

2. Give a conversation to a teammate.

   In the conversation’s menu, or by right-clicking it in the list, choose Assign to and pick a person. Unassign puts it back.

3. Find yours.

   Filter the list by Mine, Unassigned, Agent or Everything.