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Documentation Index

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If you pick up a conversation that isn’t meant for you or your team, you can easily forward it to another user or team, or release it back into the unassigned queue. Forwarding helps keep conversations organized and ensures customers always reach the right person quickly.
1

Open the Conversation

Go to Inbox and click on the conversation you want to forward.You’ll see who the conversation is currently assigned to (you or a colleague) in the upper-right corner of the conversation window, and the Details pane.
Inbox Forward
2

Reassign Conversation

Click In Conversation at the top of the conversation. A dropdown menu will appear with several options.If the conversation is already assigned to you, you have the following options:
  • Leave Conversation - Returns the conversation to Unassigned Conversations so another team member can pick it up.
  • Assign to User - Choose a specific user to forward the conversation to.
  • Assign to Team- Select a team so any available team member can take over.
If the conversation is assigned to another user, you will have the following options:
  • Remove [User] - Removes the assigned user and returns the conversation to Unassigned Conversations.
  • Assign to Me - Assigns the conversation to yourself so you can continue directly.
  • Assign to User - Forward to another user of your choice.
  • Assign to Team - Forward to a team so they can take over.
Inbox Forward Conversations
If you forward a conversation to a team that you are part of, it will remain visible to you in the Unassigned view until someone else from your team claims it.

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Best Practices

Forward conversations promptly when:
  • The topic falls outside your department’s scope.
  • The customer should speak to a specialist or specific region.
  • You’re unable to continue and need another team member to handle follow-up.
This keeps the customer experience smooth and prevents duplicate responses.