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Conversation Assignment

Pick up queued conversations, assign organization members, and change who handles a chat.

The assignee is the person responsible for handling a conversation. Pick it up yourself, assign another member, or remove its assignee so it can wait in the support queue.

Muchat currently uses manual assignment. Round robin, workload-based assignment, support teams, and Inbox shift scheduling are not available in the current interface.

Pick up a conversation

Open the queue

In the Inbox, select Waiting for an agent and open a conversation. Read the earlier messages and contact details before picking it up.

Change the assignee

Open Assignee in the details panel and choose Assign to me.

Continue handling it

After the change succeeds, the conversation moves from pending to open and appears under Assigned to me. Write your reply in the same conversation.

Assign another member

Open the same assignee picker. Search by name or email and select a member. Options come from confirmed members of the organization. See Workspace management for invitations and membership management.

Assignee picker with member search, Unassigned, and Assign to me
Choose an organization member or assign the conversation to yourself

Choosing an assignee pauses automatic bot replies in that thread. Assigning a pending conversation opens it. Assigning a closed conversation does not reopen it; use Reopen Conversation to continue handling it.

Before assigning a colleague, record what you checked and what remains in a Personal Note, so they can continue without repeating earlier questions.

Remove the assignee

Choose Unassigned to remove the assignee. If the conversation is open, it returns to Waiting for an agent.

Removing the assignee does not reactivate the bot. The conversation remains unassigned for human support. Do not use Unassigned as a return-to-AI control.

Permissions and earlier threads

Assignment requires Manage Inbox permission and is changed from the latest thread. If you are reading an earlier archived thread, open the latest one first. Read-only channels do not offer assignment controls.

Changes to the assignee are recorded in conversation history. Check the updated name and status after assigning; an error means the change was not saved.

Troubleshooting

Labels

Label conversations and use filters and saved views to follow up on them.

Canned Responses

Find saved replies with /, insert contact details, and review the text before sending.

MuChat documentation

On this page

Pick up a conversationAssign another memberRemove the assigneePermissions and earlier threadsTroubleshooting