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Notify an operator that a conversation has been assigned to them

When a conversation becomes an operator's responsibility — through automatic distribution, rule-based allocation, a Supervisor's manual assignment, or the conversation returning to its previous operator — the platform notifies that operator so they know to pick it up.

When this happens: FR-24 records a new assignment of the conversation to a user.

Step by step

  1. 1

    Maria Ionescu assigns the WhatsApp conversation with Ana Popescu to Operator Radu Stan.

    EasyCRM records the assignment (FR-24) and sets the conversation's responsible user to Radu. Resolves the ConversationAssigned template and Radu's channel preferences (BRD §5; in-app always on). EasyCRM creates an in-app notification for Radu linking to the conversation, pushes it in real time, and — per his preferences — sends the email variant.

  2. 2

    Sees the bell badge increment, opens the notification, and lands on the conversation in the Inbox.

Other paths

Automatic distribution

The conversation is assigned by automatic distribution to the Online operator with the fewest open conversations, instead of a Supervisor's manual pick; ConversationAssigned fires the same way.

Reopened conversation returns to the previous operator

A resolved conversation Radu previously handled reopens and routes back to him; ConversationAssigned fires for Radu even though he handled it before.

If something goes wrong

Recipient's visibility scope no longer covers the conversation

Before dispatch, the resolved recipient's visibility scope no longer includes the conversation (e.g. A role change since the assignment was recorded). No notification is created; the assignment itself is unaffected.

Good to know

  • The AI Assistant is never a notification recipient — Auto Reply conversations do not fire ConversationAssigned. (FR-10-013, BRD §3.9)
  • An operator's own pick-up does not notify that operator.
  • Notifications reach only users who can see the conversation.