Sign in

Assign a conversation to a specific operator

A Supervisor directs a conversation to a named operator, overriding whatever routing produced its current responsible party.

When this happens: Supervisor selects Assign to… on a conversation in the Inbox.

Step by step

  1. 1

    Open a conversation currently Unassigned and clicks Assign to….

    EasyCRM shows an operator picker with each candidate's availability state (Online / Busy / Offline last).

  2. 2

    Select *Ana* and confirms.

    Sets User, Ana; writes AssignmentHistory with Assign, ByUserId = the Supervisor. EasyCRM sends the UC-10.4 notification to Ana and moves the conversation into her Inbox views.

Other paths

Assign with a note

If adds a free-text note (Escalated from the VIP queue). EasyCRM stores the note on AssignmentHistory.Reason, visible to staff only.

Assign away from the ai

Assign a conversation the AI Assistant currently handles. Stops automatic AI replies for the conversation (FR-28 UC-28.25), same as UC-24.13.

If something goes wrong

Target at capacity

If the selected operator is at or over MaxOpenConversationsPerOperator. EasyCRM shows a warning (Ana has 9 open conversations — the configured limit is 8) but proceeds when the Supervisor confirms.

Good to know

  • Assign is available from any current state — Unassigned, another operator, or the AI Assistant. |
  • The per-operator capacity cap is not enforced on a deliberate Assign. |
  • Every assignment change is recorded in AssignmentHistory and notified.