Manage a Conversation - Status, Agent, Department, and Labels

Overview

The Details tab in the contact panel is where you manage the conversation itself. From here you set its status, decide who owns it, route it to the right team, and tag it, so the right person handles it and you can find it later.

Modify Status

Set the current state of the conversation.

1. Open the conversation in the inbox
2. In the Details tab, open Modify Status
3. Pick the status (for example Open, or a resolved/pending state your workspace uses)

Statuses keep your queue clean and let you filter by where a conversation stands.

Modify Agent

Assign or reassign the conversation to a team member.

1. In the Details tab, open Modify Agent
2. Choose the agent who should own the conversation

To move many conversations to an agent at once, use Bulk Assignment instead.

Modify Department

Route the conversation to a department (for example Sales or Support).

1. In the Details tab, open Modify Department
2. Select the department that should handle it

Add Labels

Tag the conversation so you can categorize and filter it.

1. In the Details tab, open Add Labels
2. Add one or more labels

Labels are a powerful pair with Filters: tag conversations, then filter the inbox by those tags.

Next Steps

• Filter conversations by status, agent, and labels →
• Assign conversations in bulk →
• Back to the Inbox →