The Assignment dropdown list can be found at the top right corner of the Inbox module. It may be used to assign or reassign an Agent to a Contact. The dropdown list will list all the available Agents with their avatars. You can also search for a specific Agent via the search box.
The Assignment dropdown list includes the Unassign option. This unassigns a User from a Contact and moves the Contact to the Unassigned Inbox.
Unassigning can also be done from the Contacts Drawer in the Contacts Module.
Next to the Assignment dropdown menu is the Open or Close button. When a Contact has an open conversation, the button will allow you to close the conversation. When a Contact has a closed conversation status, you can open a new conversation to initiate contact.
You cannot open or close a conversation for a blocked Contact. The Open and Close buttons will not be available for blocked Contacts. You can resume conversation with a blocked Contact by unblocking them first.
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