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Inbox & live support

Assign chats and mark priority

Make ownership and urgent work visible to the rest of your team.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → conversation header

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Read the conversation, review staff control and choose the next action. Select the image to enlarge it.
Inbox conversation with staff controls, reply composer and contact context

Example workspace · Demo data. Read the conversation, review staff control and choose the next action. Select the image to enlarge it.

Step by step

  1. 1

    Choose an owner

    Use the assignment control currently showing Unassigned or a staff member. Select the teammate responsible for the next action.

  2. 2

    Set priority deliberately

    Use Priority for work that needs attention sooner. Agree with your team which situations qualify.

  3. 3

    Leave useful context

    Make the next required action clear in the available conversation context or staff process. Assignment alone does not explain what to do.

  4. 4

    Review your queue

    Open My messages and confirm the chat is present for its owner. Check unresolved urgent items before ending your shift.

Good to know

Availability and assignment answer different questions: an assigned staff member may currently be offline. Reassign work that needs an immediate response.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

My colleague cannot see the item

Compare workspace membership, assignment and list filters.

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