An admin can assign messages to individual agents and agent groups. Once a message is moved into an agent group, any agent who is a member of that group can view and handle the query.

To move a message into a group:

  • Select the message. In the conversation tab, you’ll see the option Choose Group on top.
  • Select it to see a dropdown list of all available agent groups.
  • Choose the target group. Your message will be moved into the selected group.
  • You can click on Clear Group to unassign the conversation from a particular group and reassign it to a different one.