Unassigned
New conversations have no individual owner. On desktop, open the conversation and use the Assignee picker to choose yourself or another teammate. On mobile, long-press a conversation and select Assign to me.
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How-to guide
Conversation Settings
Decide whether new conversations wait for someone to pick them up or are assigned automatically. Owners and admins manage this setting.
Set the workspace default
Path: Settings → Conversations
- 1
Open Settings in the sidebar and select Conversations.
- 2
Under Assignment Behavior, open Default Assignment Strategy.
- 3
Choose Unassigned or Round-robin.
- 4
Select Save changes in the bar at the bottom of the page.
Assignment BehaviorDefault Assignment StrategySave changes
Choose the right strategy
Round-robin
New conversations rotate between active owners, admins, and agents. If nobody is eligible, the conversation remains unassigned so it is still visible to the team.
Override the default for one channel
A channel setting overrides the workspace default. Open Channels, select the channel, and stay on its General tab. Under Assignment Behavior, choose Unassigned or Round-robin. Choose Use workspace default when the channel should inherit the setting from Conversation Settings.
Assignment settings affect new conversations. Existing conversations keep their current assignee until a teammate changes it.
Common scenarios
A small team shares one queue
Choose Unassigned when teammates prefer to pick up work themselves. New conversations stay visible without being given to one person automatically.
A team wants an even starting point
Choose Round-robin to give each new conversation to the next active owner, admin, or agent in turn. Teammates can still reassign work afterward.
Sales needs different behavior from Support
Keep the workspace default for most channels, then set an override on the Sales channel. Only new Sales conversations use that override.