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Surface an alert for unassigned conversations

A conversation left unassigned longer than a configurable threshold alerts every user who can assign conversations within its visibility scope, so the shared Inbox does not silently accumulate unattended work. The alert never fires for a conversation the AI Assistant holds.

When this happens: The unassigned-conversation job runs (every minute) and finds a conversation unassigned longer than the configured threshold, not yet alerted for this unassigned episode.

Step by step

  1. 1

    Open the notification or the Unassigned view (UC-23.2 ), sees the conversation highlighted, and assigns it or picks it up.

    Scans conversations with no responsible user or AI whose most recent transition to unassigned is older than the configured threshold (default 5 minutes). Excludes conversations the AI Assistant currently holds — they are never unassigned by definition. Resolves the recipients: every user holding EasyCrm.Conversations.Assign whose visibility scope covers the conversation — typically Supervisors and the Owner/Admins. EasyCRM sends an in-app (and, per preference, email/push) notification to each recipient: [Conversation] has been unassigned for [N] minutes EasyCRM records the episode as alerted, so the same unassigned period does not alert twice.

Other paths

Conversation reassigned before the threshold

Pick up the conversation before the threshold elapses. System never evaluates it for this episode — there is nothing to alert.

Conversation becomes unassigned again later

The conversation is picked up, then later becomes unassigned again — e.g. The operator goes offline and it is not redistributed. This is a new episode and can alert again once the threshold elapses.

If something goes wrong

No eligible recipient

If no user in scope holds EasyCrm.Conversations.Assign — e.g. A Supervisor's visibility scope has been narrowed. The conversation is still highlighted in the Unassigned view for whoever can see it, but no notification is sent; this is not treated as a job failure.

Good to know

  • The unassigned alert never fires for a conversation the AI Assistant currently holds. (BRD §3.9)
  • The threshold is configurable per company, default 5 minutes.
  • Each unassigned episode alerts at most once.