How to assign a message to a team member

In ContentStudio's Social Inbox, message assignment helps your team stay organized and ensures that no customer message goes unanswered.

In this article:

What are assigned and unassigned messages
How to assign a message to a team member
FAQs

What are assigned and unassigned messages?

Assigned Messages

These conversations are assigned to a specific team member within your Social Inbox team. This ensures clear ownership, accountability, and faster response times.

Unassigned Messages

These conversations have not yet been assigned to anyone. Since unassigned messages can be overlooked, it is recommended to assign them as soon as possible.

How to assign a message to a team member

Go to Inbox and open any unassigned conversation that requires action.

Click on the Assign To icon (usually located at the top-right corner of the chat panel). Select the appropriate team member from the dropdown list.

📩

Once assigned, the selected team member will be notified and can begin responding to the conversation.

FAQs

Q1. Can I reassign a message to another team member?

A: You can change the assignee anytime by clicking the Assign icon and selecting a different team member.

Q2. What happens if a message remains unassigned?

A: Unassigned messages stay visible in the "Unassigned" filter. They won't be missed, but if not managed promptly, they may delay your response time.

Q3. Can I see who a conversation is assigned to?

A: Yes, the name of the assigned team member will appear within the conversation thread or message panel.

Q4. Do assigned team members get notifications?

A: They will receive a notification once a conversation is assigned to them, ensuring faster action.