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Assigning conversations to specific team members ensures accountability, prevents contacts from falling through the cracks, and makes it clear who is responsible for each relationship. Assignments in the HoopAI platform work at both the contact level and the conversation level.

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How assignment works

When a conversation is assigned to a team member, it appears in their Personal Inbox — a filtered view of conversations they are directly responsible for. Unassigned conversations appear in the Team Inbox, where any permitted user can see and claim them. Assignment also interacts with:
  • Quick Filters — filter by assigned user to segment the inbox by team member.
  • Workflows — automatically assign conversations based on lead source, contact tags, time of day, round-robin rotation, or any other trigger.
  • Notifications — assigned users receive a notification when a new conversation is assigned to them.
  • Saved views — create views scoped to specific assignees for team lead oversight.

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Assigning a conversation manually

Filters panel with Engagement Score filter dropdown and AND/OR logic options

The Quick Filters panel for filtering conversations by assigned user

1

Open the conversation

Navigate to Conversations and click the contact whose conversation you want to assign.
2

Open the assignment control

Look for the Assigned To field in the conversation header or in the Contact Details panel on the right side of the conversation. The field shows the current assignee or “Unassigned” if no one has been assigned.
3

Select a team member

Click the Assigned To field to open a dropdown list of your team members. Type to search by name. Click the team member you want to assign.
4

Confirm assignment

The conversation is immediately routed to that team member’s Personal Inbox. An activity entry appears in the conversation timeline noting who assigned it and to whom.
You can assign a conversation to yourself by selecting your own name. This is useful when you pick up an unassigned conversation from the Team Inbox and want to claim ownership.
Contact Details panel in the Conversations inbox with Owner set to Unassigned, Followers dropdown, Tags, and DND settings

Contact Details panel showing the Owner and Followers assignment fields

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Reassigning a conversation

To change the current assignee, follow the same steps as above and select a different team member. The new assignment replaces the previous one. Both the old and new assignees receive a notification (depending on notification settings). To remove an assignment without assigning to someone else, click the X next to the current assignee’s name or choose Unassigned from the dropdown. The conversation returns to the Team Inbox.

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Assigning via the contact record

Assignment can also be made from the contact record itself. Navigate to Contacts, open the contact, and locate the Assigned To field in the contact details. Assigning a contact here applies the assignment to all their conversations by default.

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Automated assignment with workflows

Manual assignment works well for small teams, but automating assignment ensures contacts are routed instantly based on predefined rules — no matter when they come in. Common automated assignment methods: To set up automated assignment:
  1. Go to Automation → Workflows and create or edit a workflow.
  2. Add an Assign User action.
  3. Choose the assignment method (specific user, round-robin, or a custom field).
  4. Save and publish the workflow.
Automated assignment through workflows requires the contact to enter the workflow — typically triggered by a form submission, inbound message, or tag being applied.

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Viewing conversations by assignee

Team Inbox with the filter icon highlighted to open Quick Filters

Opening Quick Filters from the Team Inbox toolbar

To see all conversations assigned to a specific team member:
1

Open Quick Filters

Click the three-line icon next to the search bar in the Conversations inbox.
2

Apply the Assigned filter

Select Assigned, then choose Assigned To and pick the team member from the dropdown.
3

Save as a view (optional)

Click Create View and name the view (e.g., “Sarah’s conversations”) for instant future access.
Filters panel showing Filter Type, operator, and value dropdowns with AND/OR logic

Quick Filters panel in the Conversations inbox for filtering by criteria

To find conversations with no assigned user, select None under the Assigned filter. This is useful for identifying gaps in coverage and picking up unattended contacts.

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Following a conversation

In addition to assignment, any team member can follow a conversation to receive updates without being the primary assignee. Following is useful for managers who want to monitor key accounts, or for team members who collaborated on a conversation and want to stay in the loop. To follow a conversation, open it and click the Follow option in the conversation header or the right-side panel. Followers appear in the contact details and can be filtered using the Follower quick filter.

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Assignment notifications

Team members receive notifications when:
  • A conversation is assigned to them.
  • A conversation previously assigned to them is reassigned to someone else.
  • A contact they follow receives a new inbound message.
Notification preferences are configured per user at Settings → My Profile → Notifications.

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Personal inbox vs. team inbox

Conversations inbox header with Team Inbox, My Inbox, and Internal Chat tabs highlighted

Conversations inbox showing Team Inbox, My Inbox, and Internal Chat tabs

Switch between views using the inbox selector at the top of the Conversations panel. If you are a team lead or admin, you can also view another team member’s personal inbox via saved views or the Assigned filter.
Last modified on March 6, 2026