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.