The queue: picking up conversations
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read3 views
Short answer
Escalated conversations wait in Unassigned until an agent clicks Assign to me, or until routing assigns them automatically.
Steps
- 1Open Inbox → Unassigned
- 2Open the oldest conversation first (the list is sorted by wait time)
- 3Click Assign to me
- 4Reply to the customer
Supervisors can assign conversations to other agents from the Assignee menu in the conversation.
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