Assign and close conversations

Give a conversation to a team member, see what is yours under Mine, and close threads you have finished with.

BusinessTeam memberAgencyWhite labelAgency clientWho can do it: owner, admin, member

When several of you answer messages, assign each conversation to one person so nothing is answered twice or not at all. Close a conversation when there is nothing left to do; it comes back by itself if the person writes again.

Before you start

Invite your team under Settings › Team, so they can be picked in the Assign list.

Steps

Assign a conversation

Open Conversations and press the thread.
In the thread header, open the list that reads Unassigned.
Pick a team member (shown by email address), or You.
To take it back, choose Unassigned.

See your conversations

In the sidebar, press Mine to see threads assigned to you, or Unassigned to see threads nobody has taken yet.

Close and reopen

Press Close in the thread header. If you are looking at open conversations, the thread leaves the list.
To find it again, open the dropdown at the top of the list and choose Closed conversations (or All conversations).
Open it and press Reopen.

What happens next

Assigning is a label on the thread: everyone on the team can still read it, and anyone but a viewer can reply.
A closed conversation reopens by itself when the person sends a new message, and goes back into the open list.
Closing doesn't change whether someone is waiting. A person whose last message you never answered is still counted as waiting, so answer before you close.

For agencies

Open the client first (Sub-accounts › Open), then assign and close there. Assignments belong to that client's inbox.

Troubleshooting

The Assign list isn't in the thread header. The list of people couldn't be read. Reload the page.

A conversation I closed is back in the open list. The person wrote again, which reopens it. That is on purpose, so new messages are never missed.

I closed a conversation and now can't find it. The list shows open conversations to start with. Choose Closed conversations in the dropdown at the top of the list.

An error appears when assigning or closing. Reload the page and try again. The change is only saved when no error appears.

A colleague's name doesn't appear in the list. They haven't accepted their invitation yet, or they are not a member of this account.

Still stuck?

Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.

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