Service queues & assigning conversations to your team

Why use queues and assignment

When several people handle the same number, it is easy for two of them to reply to the same conversation — or for nobody to reply. Service queues and assigning conversations to agents solve this by making it clear who owns each conversation.

Service queues

Queues group conversations by type of service (for example, sales, support or billing). Instead of one messy list, the team works from specific queues, which helps prioritize and distribute the message volume.

• Route each conversation to the right queue based on the topic.
• Use queues to separate responsibilities between teams.
• Track which queues have the most conversations waiting.

Assigning conversations to agents

Inside a conversation, you can assign it to a team agent. From then on, it is clear who should continue the conversation, avoiding duplicate replies and forgotten threads.

1. Open the conversation that needs handling.
2. Choose the responsible agent in the assignment option.
3. The agent takes over that conversation and continues the support.

💡 Tip: combine queues and assignment — first the conversation lands in the right topic queue, then an agent on that team takes it over. This keeps the flow organized even during peak hours.

Queues, assignment and AI together

AI automation can reply automatically until a human needs to step in. When you take over an assigned conversation, remember to pause automation on it so you can reply manually without clashing, and resume it when you want to hand support back to the AI agent.

Team best practices

1. Set clear rules for which topic goes to each queue.
2. Assign sensitive conversations to a named owner.
3. Review queues regularly to avoid stalled conversations.