Customer serviceAdministratorsEmployees
Assignment, ownership and SLA
Route conversations to the right team, make ownership visible and use response targets without hiding overdue work.
Last reviewed: 2026-07-15
Before you start
- Teams and inbox mappings are already configured
Steps
Map each inbox to a team
Choose a team that actually monitors the channel. A mapped team controls visibility; an owner controls who is currently responsible.
Expected result: The intended team sees new work immediately.
Assign or claim the conversation
Assign to a named agent when ownership is known. Leave it unassigned only when the team actively monitors an unassigned queue.
Expected result: One person is accountable for the next response.
Work the overdue queue
Use pending-reply and SLA indicators as operational signals. Do not resolve a conversation only to remove it from an overdue count.
Expected result: Overdue items are handled or explicitly escalated.