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When multiple people are working in Inbox at the same time, you need a clear way to decide who handles which customer and who is currently working on what. Assign Conversation and Auto Assign help you coordinate without constant manual overhead. This article covers everything from creating your first team to making sure customers always receive a response, even when no one is online.

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1. Create an Inbox Team

Before assigning conversations, group your team members into logical units so you can route entire conversations to a team rather than only a single individual.
1

Go to Inbox Team settings

Navigate to Settings → Inbox Team.
2

Create the team

Click Create Inbox Team, then enter a clear team name such as “Sales Team” or “Support Team”.
3

Add members and save

Select the team members who belong to this group, then save.
Use descriptive team names that reflect the team’s function (for example, “Tier 1 Support” or “Enterprise Sales”) so agents and managers immediately understand which team a conversation is routed to.

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2. Assign a Chat Manually to a Person or Team

When you are viewing a conversation and want to give it to a specific person or team right away:
1

Open the conversation

Open the conversation in Inbox.
2

Find Assign Conversation

Look at the top area of the conversation panel and find Assign Conversation.
3

Choose the assignee

Select the team member or team that should take over the conversation.
The assigned person receives a notification and knows the conversation is now theirs to handle.

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3. Configure Automatic Assignment in Flow Builder

If you do not want to assign chats manually one by one, configure automatic assignment directly inside the Flow so the system handles routing without any human step.
1

Add an Action block

In Flow Builder, add an Action block at the point in the flow where you want assignment to happen.
2

Choose Inbox Actions

Select Inbox Actions → Assign Conversation.
3

Select the target

Choose the target team member or team that should receive the conversation.
Example: When a customer selects “I need pricing support,” the Bot can automatically assign that conversation to the Sales team without any manual step from your agents.

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4. Distribute Chats Automatically Across the Team

Auto Assign Conversation distributes chats fairly across available online team members so no one gets overloaded and no one stays idle. You configure this in Flow Builder the same way as a manual assignment, but using the Auto Assign action instead. The following distribution modes are available:
Choose a distribution window that matches your team’s shift length. For a team working in 8-hour shifts, Last 8 Hours gives the most balanced distribution within a single shift cycle.

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5. Handle Cases Where No One Is Online

When you use Auto Assign in Flow Builder, the system produces 2 result branches after attempting to assign:
On the Failure branch, add an automatic message such as “Sorry, our support team is busy right now. We will get back to you as soon as possible.” This sets clear expectations and prevents customers from waiting without any acknowledgment.