Why it matters
Assigning conversations ensures the right person or AI agent is responsible for responding to a contact. Clear assignment helps prevent missed messages, supports collaboration between humans and AI agents, and makes ownership visible across the Omnichannel Inbox.
Key Concepts
Assignee (User): A human team member responsible for handling a conversation.
Agent: An AI-powered assistant that can actively handle messages or calls within a conversation.
Team: A group of users that can be assigned to a conversation for shared ownership.
Agent session: An active period where an AI agent is handling a conversation.
Conversation header: The top navigation bar within an open conversation that contains assignment and action controls.
Step-by-Step: Assign a Conversation
Open the Omnichannel Inbox.
Find the conversation you want to assign by scrolling or using search.
Click the conversation to open it.
Once open, you can assign ownership using either:
The top conversation navigation bar, or
The right-side conversation drawer.
Assign from the Top Conversation Bar
In the top-right of the conversation, you will see:
Call button
Assign user button (person with a plus icon)
Assign agent button (sparkles icon)
Close conversation button
More options button
Assign a user
Click the Assign user icon.
In the modal, search or scroll through users.
Select one user (only one user can be assigned at a time).
Click Assign user to confirm.
Assign an agent
Click the Assign agent (sparkles) icon.
Search or scroll through available agents.
Select the agent you want.
If prompted, configure agent assignment options.
Click Assign agent.
Assign from the Right-Side Conversation Drawer
Click the expand icon on the right side of the conversation.
The Conversation drawer opens, showing:
Assignee
Agent
Team
From here, you can:
Assign a user
Assign an agent
Assign a team
Each option opens a searchable modal similar to the top bar.
Assign a Team
Click Assign team (two-person icon).
Search or scroll through teams in your organisation.
Select the team.
Click Assign team.
Teams allow shared visibility and routing, but individual responses still come from users or agents.
Agent Assignment Options
When assigning an agent, you may see an option to Send initial message.
When enabled, the agent proactively sends the first message.
When disabled, the agent waits for the contact to respond first.
Once assigned, a banner appears above the message editor stating that the agent is handling the conversation.
Ending or Unassigning an Agent
You can stop an agent in two ways:
End the agent session
Click the X on the agent status banner above the text editor.
This ends the active agent session.
Unassign the agent
Click Assign agent again.
Select Unassign agent.
Confirm the warning that the current agent session will end.
Unassigning both removes the agent and ends the session.
Unassign a User or Team
To unassign a user or team:
Click Assign user or Assign team again.
Select the Unassign option.
Confirm the change.
The conversation will return to an unassigned state unless another assignee is selected.
Additional Conversation Actions
The More options menu in the conversation header includes:
Mark as unread
Transfer channel
Export conversation
These actions do not change assignment but help manage conversation state and records.
Tips and Best Practices
Assign conversations as early as possible to establish ownership.
Use agents for proactive outreach or first-response handling.
Monitor agent-handled conversations and step in when needed.
Use teams when multiple users may need visibility or shared responsibility.
End agent sessions before replying manually if you want full human control.
Troubleshooting
Issue | Possible Cause | Fix |
Cannot assign multiple users | One-user limit | Use teams for shared visibility |
Agent keeps responding | Agent session still active | End or unassign the agent |
Conversation unassigned | User or team removed | Reassign ownership |
Assignment button missing | Insufficient permissions | Contact an admin |
Related Guides
Navigating the Omnichannel Inbox
Understanding Conversations in Whippy
AI Agents in Whippy
Teams and Assignment Methods