Assign

How to assign a conversation to an operator

Conversations that are escalated to the In folder of the Inbox can be assigned to operators by yourself Assign to me (1) or by one of your colleagues Assign to … (2).

The conversation is then moved from the In folder to the folder of the assignee. This is the Mine folder if you are the assignee or otherwise to the Assigned folder if one of your colleagues is the assignee.