Assigning conversations to your team

When you'll see it

Assignment appears in the Inbox as soon as your business has more than one team member, on any plan. With just you, the name chips and the filters are hidden: there is nobody to hand a conversation to.

Someone you've invited counts once they've joined. A pending invite doesn't.

Adding a teammate

1. 1Open Settings → Team
2. 2Press + Invite Member
3. 3Enter their email and choose a role: Member or Admin
4. 4Press Send Invite. They get an email with a link, which works for 72 hours
5. 5They open the link and set a password, or sign in if they already have a Tous Connect login

• Free includes one team member, so you need a paid plan to invite someone. Starter includes 3, Growth 5 and Business 15.
• A pending invite holds a seat until it's accepted or cancelled.
• Only the owner and admins can invite, resend or cancel an invite, change a role, or remove someone.

Tap the picture to enlarge it

Assigning a conversation

1. 1Open the conversation in the Inbox
2. 2Press More actions (⋯) at the top right of the conversation
3. 3Press Assign to…
4. 4Choose a teammate, or Unassigned to clear it

Anyone on the team can assign or unassign any conversation, to themselves or to someone else. The change shows straight away. If it doesn't save, you'll see a message and the list goes back to how it was.

A conversation keeps its assignment when you resolve or reopen it.

Tap the picture to enlarge it

What the chip shows

In the conversation list, a small chip next to the customer's name shows who has it:

• A first name, e.g. Priya: assigned to that teammate. If two teammates share a first name, their last initial is added: Priya S, Priya K. For someone without a name on their profile, we use the start of their email.
• You: assigned to you.
• Unassigned, with a dashed outline: nobody has it yet.

Each teammate has their own colour, the same in the list, the conversation's header and the Assign to… menu. Renaming someone doesn't change their colour.

In an open conversation, the line under the customer's name says Assigned to Priya, Assigned to you or Unassigned.

Tap the picture to enlarge it

Filtering the list

Under the search box:

• Mine ▾: conversations assigned to you.
• Unassigned: conversations nobody has taken yet.
• All: everything. The Inbox opens on this each time.

To see one teammate's conversations, press Mine ▾ and pick them from the list. Their name then shows on the tab in place of Mine. To go back to yours, press it again and choose Mine.

The filter applies on every tab (Active, Resolved, History, Blocked), and the tab counts follow it.

Tap the picture to enlarge it

What assignment doesn't do

• It doesn't stop anyone replying. Everyone on the team sees every conversation and can reply to any of them, assigned or not.
• It doesn't notify anyone. The person you assign isn't told. Tell them, or ask them to check Mine.
• It doesn't change who gets new-message notifications. Every phone or computer with Tous Connect notifications turned on for the business gets them, whoever the conversation is assigned to.
• It never happens by itself. New conversations start Unassigned, and replying to one doesn't assign it to you.
• The customer never sees it.