Route conversations to the right person and move them through their lifecycle — assign, attach a team, set the status, favorite, block, or download the transcript.
1
Assign the conversation
Use the assignee dropdown at the top-left of the header to hand the chat to a teammate, back to the Bot, or leave it Unassigned. Every change is recorded as an activity line inside the thread.
2
Attach a support team
Click the Assign team icon to open Team Assign and attach a support team to the conversation — handy for routing to the right group. (Create teams first in Settings.)
3
Set the status
Use the status selector to move the chat through Open, Pending, and Solved as you work it — the status also shows as a badge in the conversation list.
4
Favorite, block or download
Star a chat with the heart to find it later under the Favorite only filter. The ⋮ menu adds Download Chat (save the full transcript as a text file) and Spam & Block (block the contact; unblock later from the same menu).