Skip to main content
Use assignment to identify who owns the next action, status to describe progress, and priority to express urgency. These changes are shared with the workspace; they are not personal inbox preferences. Owners, Admins, and Agents can update conversations. A Viewer cannot make these changes.

​
Assign the next action

  1. Open the conversation in Threads and read its recent history.
  2. In Properties, open Assignee and choose the teammate responsible for the next response.
  3. Review the selected assignee after the change. If you remove the assignee, make sure leaving the work unassigned is intentional.
  4. Use Show more when you need additional properties such as the team, category, or labels.
A team and an individual assignee serve different purposes: the team identifies the group handling the work, while the assignee identifies its current owner. Check both during a handoff. Selecting an AI-related assignee is not a substitute for configuring and activating an automation; do not assume assignment alone starts Evelin.

​
Set status, priority, and classification

  • Status: choose the stage that matches the actual work. Use the completion status agreed by your team when no further action is needed.
  • Priority: choose the appropriate urgency. A priority change does not itself send a customer reply or guarantee a response time.
  • Category: select the main reason for contact.
  • Labels: add relevant reusable classifications; remove ones that no longer describe the request.
Available names depend on the workspace configuration. Administrators manage these lists through Browse. Do not create near-duplicate labels or statuses merely to organize your own queue. Changing status is an operational action, not just a visual filter. Workspace automations or satisfaction workflows may react to changes. Avoid resolving and reopening real customer work just to test the interface.

​
Find the work you own

Use Mine, Unassigned, and All in Threads, then apply the filters you need. Unassigned work can be scoped to your team memberships; do not assume it always shows every unassigned conversation in the workspace. If a conversation disappears after an update, check whether its new assignee, status, or team falls outside the current filters. Open All and clear unnecessary filters before assuming the conversation was deleted.

​
Hand off or defer clearly

Leave an internal note with the next action and relevant context before handing work to another teammate. Use Snooze for a shared pause until a chosen time, or Remind me later for your own follow-up. Neither replaces a clear owner. Related: snooze and reminders, search and saved views, and working with conversations.