Assign chats to your team, and mark them Pending or Solved
Give a chat to a member with a right-click, see only your own chats under Mine, and move chats out of the inbox with Pending and Solved.
With more than one person in the inbox, two people could open the same chat and nobody owned it. Now every chat can have an owner.
Assign a chat
Right-click a chat, long-press it on a phone, use its ⋮ menu, or the Assign button in the chat header: Assign to me, Assign to… a colleague (you see who is online and how many chats they already have), or Unassign. The new owner gets a notification.
Your first reply to an unassigned chat makes it yours automatically. An admin can turn that off in Settings → Account → Organization.
Agents can take free chats and hand over their own. Admins and managers can move any chat.
Mine, Unassigned, All team
A switch at the top of the inbox shows Mine, Unassigned (with chats waiting for a reply marked Waiting) or All team. Agents start on Mine.
Pending and Solved
Pending puts a chat aside while you wait for the customer. Solve marks the work done. Both leave the inbox and have their own lists; when the customer writes again, the chat comes back at once — with its owner.
See Shared Inbox.