Agent Assignment & Conversation Handoff

The Shared Inbox enables efficient team collaboration through conversation assignment and agent handoff. These features ensure every customer conversation has an owner and can be transferred when needed.

Assigning Conversations

When a new message arrives, the conversation is unassigned. Any agent can claim it by:

1. Opening the conversation from the list
2. Clicking the "Assign to me" button in the contact panel
3. Selecting a specific team member from the assignment dropdown

Conversation Handoff

To transfer a conversation to another agent:

1. Open the assigned conversation
2. Click the current assignee name in the contact panel
3. Select the new agent from the dropdown
4. The conversation is reassigned immediately

When a conversation is reassigned, the new assignee receives a visual indicator in their conversation list.

Round-Robin Assignment

Organizations can enable Round-Robin Auto-Assignment in their organization settings. When active, incoming customer messages on unassigned conversations are atomically distributed among active team members in sequence, ensuring fair workload distribution without manual triage.

AI Auto-Reply Precedence: When an AI assistant or auto-reply bot is active for the organization, round-robin assignment is automatically deferred so the automated agent can respond to customer inquiries first. If the conversation later requires human assistance, it is routed to an available team member.

Multi-Tenant Assignment Security

To prevent accidental or malicious cross-organization data leakage, Chatofy automatically validates that:

• The conversation belongs to the currently active organization workspace.
• The target assignee is an active, verified member of the exact same organization before committing the change.

Real-Time Agent Collision Warning

When multiple agents have the same conversation open simultaneously, Chatofy displays a real-time Collision Alert banner at the top of the message thread. This alerts team members that another teammate is viewing the thread so agents can coordinate before replying and prevent confusing duplicate messages to the customer.

Best Practices

• Assign conversations promptly to reduce customer wait time
• Use handoff when a conversation requires specific expertise
• Resolve conversations only when the customer's issue is fully addressed
• Monitor the unassigned queue regularly