Assign, resolve and see who's working

Assign a conversation

In the thread header, open Assign and choose Me, a teammate or Unassigned. Use the Assigned to me filter to see your own work.

People with the Client role can’t be assigned.

Resolve a conversation

Select Resolve when it’s handled. It moves to the Resolved list. Select Reopen to bring it back.

Resolve reasons

Admins can add reasons in Engage → Settings → Resolve reasons (for example “Answered”, “Spam”, “Sent to support”). When reasons exist, Resolve asks you to pick one, or Resolve without a reason. Reasons appear in the inbox report and in exports.

See who else is working on it

When a teammate has a conversation open, you’ll see … is viewing, or … is replying… while they type. It shows in the list and above the reply box, so two people don’t answer the same comment.

Business hours

In Engage → Settings → Business hours, admins set opening hours per brand (timezone and hours for each day). Business hours are used by automations with Only outside business hours, for example to send an “we’ll be back tomorrow” reply. See Automations.