Messages are automatically redirected to the right support teams with message channels so any agent from that team can access that query message. You can also assign these messages to specific agents from the group. Once assigned, message will be moved to Assigned view and the intended agent can see this message in Assigned To Me under his private views.
- Select the message. In the conversation tab, you’ll see a Assign To option on the top right next to Move To. Select it to see a dropdown list of all agents. Pick one agent and the message will be assigned to that agent.