Assignment is how a shared inbox stays sane. When every conversation has a clear owner, nothing gets answered twice and nothing slips through the cracks.

Assign a conversation

Open any conversation and use the Assignee control in the header. Pick a teammate to make them the owner, or assign to yourself to claim a chat. You can reassign at any time, and the new assignee is notified.

Auto-routing

Instead of assigning by hand, let HelpBird route new conversations for you. In Settings > Automations, build rules that assign incoming conversations based on the page the chat started on, the customer's message, or a tag. For example, route anything mentioning "refund" to your billing agent.

Organize with tags and priority

• Tags label conversations by topic so you can filter and report on them.
• Priority flags the conversations that matter most so urgent issues rise to the top.

Snooze

If a conversation is waiting on the customer, snooze it. It leaves your open queue and returns to the top of the inbox at the time you choose, so you do not have to remember to follow up.

SLAs and breaches

HelpBird tracks SLA targets and flags a breach when a reply is overdue. Pair routing with business hours so SLAs only count against the times you are open.