Header Actions

The conversation header bar provides quick access to all management actions:

Assign to Me

Click the "Assign to me" button (blue) to quickly take ownership of an unassigned conversation. This is the fastest way to start working on a ticket.

Assigning to Users & Teams

Click the three-dot menu (⋯) → "Assign" to open the assignment dropdown:

Assign to a User

• Tab: "User"
• Shows all organization members with avatar and name
• Currently assigned user has a ✓ checkmark
• Select "Unassigned" to remove the assignment

Assign to a Team

• Tab: "Team"
• Shows all teams with colored dot and name
• Currently assigned team has a ✓ checkmark
• Select "No team" to remove the team assignment

When you assign or change assignment, a system message is created in the conversation history so everyone can see who took over.

Setting Priority

Click the flag icon in the header bar to set conversation priority:

• ● High — urgent issues needing immediate attention
• ● Medium — important but not time-critical
• ● Low — can wait, informational

Priority changes are logged as system messages. Use the Priority filter in the sidebar to find conversations by urgency.

Adding Labels

Click the tag icon to open the Label Selector:

• Multi-select: add multiple labels to any conversation
• Up to 3 label badges are shown on the conversation card, with "+N" for additional labels
• Use labels for categorization (e.g., "VIP", "Urgent", "Follow-up", "Refund") — see using labels and closing notes for full details
• Filter conversations by label using the sidebar LABELS section

Closing a Conversation

1. Click the ✓ checkmark icon (green) in the header
2. A modal opens: "Close Conversation"
3. Add an optional closing note — a brief summary of how the issue was resolved
4. Click "Close Conversation" (red button)

When closed:

• A system message is created with the closing note
• Status changes to closed
• Assignment is cleared
• The conversation moves to the "Closed" filter

Reopening a Conversation

1. Open a closed conversation
2. Click the three-dot menu (⋯) → "Reopen Ticket"
3. Add an optional reopen note explaining why
4. Click "Reopen" (green button)

The conversation returns to Open status. You can also reopen by clicking the "Reopen Ticket" button in the composer overlay of a closed ticket.

Merging Conversations

When you have duplicate conversations from the same customer (e.g. multiple email threads), merge them:

1. Click the three-dot menu (⋯) → "Merge Ticket"
2. Search for the target conversation by ticket number, contact name, or subject
3. Select the conversation to merge into
4. Read the warning: "This cannot be undone"
5. Click "Merge"

All messages from both conversations are combined into one. The source conversation is deleted.

Marking as Spam

• Click the three-dot menu (⋯) → "Mark as Spam"
• The conversation moves to the Spam folder
• ⚠️ Important: Spam is automatically deleted after 14 days
• To undo: open the conversation from the Spam filter → three-dot menu → "Remove spam marking"

Taking Over a Chat

For non-email conversations (WhatsApp, Instagram, etc.), use "Take Chat" from the three-dot menu to take over from another agent or from the AI chatbot. You can also automate assignment rules — see building automations.