How to Assign or Reassign a Conversation

Assigning a conversation tells the right team member they are responsible for the next reply or action. Reassign it whenever ownership changes, so no customer is left waiting.

Before you begin

• You are in the correct Ignite Funnels account or location.
• Your role allows you to assign conversations.
• You know which team member or team should own it.
• That person has access to the account and the channel the customer used.

How to assign a conversation

1. Open the conversation. Click Conversations and open the customer thread.
2. Review it. Confirm it is the right customer, you understand the request, nobody else is already handling it, and any promised follow-up is clear.
3. Open the assignment menu. Click the current assignee or assignment control in the conversation.
4. Choose the right person. Select the team member or team who should handle it (see the guide below).
5. Confirm the handoff. Check the new assignee shows on the conversation, and add a short internal note if they need context.

Who should own it?

• General customer question: the team member responsible for customer replies.
• Technical issue: your support owner.
• Billing or account request: an administrator or billing owner.
• Urgent or sensitive concern: your escalation owner.

Do not assign work to someone who cannot access the customer, the account or the feature needed.

Handing over with a note

Example internal note: "Customer needs help confirming an appointment change. Please review the latest message and reply after checking availability."

For urgent requests, also tell the new owner directly. Assignment alone does not guarantee an immediate reply. The assignee owns the next action unless your team works differently; reassign only when responsibility has clearly changed.

Common issues

• Assignment control is missing: your role may not allow assignment changes.
• A team member does not appear: they may not have access to the account or may be inactive.
• Assignment does not save: refresh the conversation and try once more.
• Conversation keeps moving to another owner: an automation or routing rule may be changing it.
• Customer is waiting during the handoff: send a short acknowledgement and explain the next step.

Frequently asked questions

Can I assign a conversation to myself?

Yes, if your role allows it and you are responsible for the next action.

Should I add an internal note every time?

Add one when the new owner needs context, a deadline or a specific action.

What if I assigned the wrong person?

Correct it straight away, add context if needed, and let the right owner know.

Related guides

• How to Navigate Conversations
• How to Search and Filter Conversations
• Understanding User Roles and Permissions
• What Ignite Funnels Support Can and Cannot Resolve

Need help?

Click the help button in the bottom right corner of your Ignite Funnels account to search more guides or chat with our support team.