Assign Conversations - Help Scout Support

Description: Assigning conversations lets you give Users ownership of conversations within Help Scout, and easy access to see all that others are working on at any given mom

Content: Assign ConversationsAssigning conversations lets you give Users ownership of conversations within Help Scout, and easy access to see all that others are working on at any given moment. This article is all about assigning conversations in Help Scout.Account Owners, Administrators, and Users are able to assign conversations and have conversations assigned to them. Light Users can't assign conversations nor have conversations assigned to them.SeeUser Roles and Permissionsfor more information on the various User roles.In this articleHow to Assign ConversationsView Assigned ConversationsSearch Assigned ConversationsCommon QuestionsHow to Assign ConversationsThere are a variety of ways that you can assign a conversation:In a conversationClick on theAssignicon at the top of the conversation. Select a User from the drop down menu, or start typing in the search bar to quickly find a User. Click the User's name to assign the conversation.In a folderSelect any conversation in a folder, and a floating menu will appear. Click on theAssignicon, and select any User from the dropdown list.When replying or adding a noteYou can choose a User to assign a conversation to right before you send a reply or add a note to the conversation. When the reply is sent or the note is added, the assignee is updated at the same time.Manual or automatic workflowsA manual workflow lets you group certain actions together and run them altogether whenever you'd like. Select theAssign to Useraction, add the User, and then whenever you run that workflow, it will assign the conversation accordingly. More help with these here:Manual WorkflowsAn automatic workflow can be set up with anAssign to Useraction based on certain conditions. Select theAssign to Useraction in theActionssection, and it will run whenever a conversation meets those conditions. More help with these here:Automatic WorkflowsConversations can be assigned to all User roles except Light Users and there's no option to restrict assignment otherwise.You cannot restrict Users to viewing only conversations assigned to them. Users can viewallconversations in inboxes they have permission to, including those assigned to others.View Assigned ConversationsAll Users can view assigned conversations and change assignment on all conversations in any inbox for which they have permission.Let's take a look at what happens when conversations are assigned to certain Users:When you assign a conversation to Anyone, it will appear in theUnassignedfolderWhen you assign a conversation toMe, it will appear in theMinefolder.When you assign a conversation to any other User, it will appear in theAssignedfolder.If someone else assigns a conversation directly to you, it will appear in theMinefolder.If you are on a Plus or Pro plan, you can also assign toTeams. Conversations assigned to teams will appear in the corresponding team folder.You can also view an audit entry of who assigned a conversation to whom. Hold your mouse over the line item to view a time stamp. It will appear as a grey line item between threads in a conversation:Search by AssigneeRunning a search by assignee will show all of their assigned conversations. Typeassigned:into the search bar, and a menu will appear with your Users names. You can search multiple Users as well to see conversations assigned to one or the other. More help with searches here:Search in Help Scout

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