[Reply] Assigning conversations to team members



At the core of any team-based workflow is assignments. Reply makes it easy to assign conversations to other team members. For example, you may want to assign all PR or press related enquiries to a single person on your team, or you might want to assign conversations you've worked on to yourself to ensure customers have a great continuous experience with one person.

Assign a single conversation

To assign a single conversation, click on the Assign drop down above the reply box when viewing a conversation, and select the team member you'd like to assign the conversation to.

Top tip: Why not add an internal note as well, to let the team member know why you've assigned the conversation to them, or to let them know any steps you've already taken?

Assign multiple conversations

To bulk assign conversations, tick the checkboxes to the right of the conversations you'd like to assign, either in the Team Inbox or other folder you're looking at, and then select the team member you'd like to assign them to from the Assign drop down at the top.

Auto-assign specific conversations

As well as being able to manually assign conversations to other team members, you can also set up Automation Rules to have this happen automatically based on certain criteria, for example keywords or language. Learn more about Automation Rules here >>