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Place a new conversation in the shared inbox

When no routing mode produces an eligible human or AI target for a new or reopened conversation, the system leaves it Unassigned in the shared Inbox, where it waits for a manual pick-up or for an operator to come Online.

When this happens: FR-25 creates or reopens a conversation and routing (UC-24.5 / UC-24.6) finds no eligible target, or RoutingSettings.Mode = Manual.

Step by step

  1. 1

    Sees the conversation waiting and picks it up or waits for automatic distribution when they come Online.

    EasyCRM determines the responsible party for a newly created or reopened conversation: AI Assistant when Auto Reply applies; otherwise Automatic or Rule-Based distribution per RoutingSettings.Mode. Neither distribution finds an eligible Online operator, or RoutingSettings.Mode = Manual. Leaves Unassigned; no AssignmentHistory row is written since the conversation has never had a responsible party. EasyCRM shows the conversation in every eligible operator's Unassigned Inbox view and in the shared Inbox count.

Other paths

Distributed when an operator comes online

Changes their availability to *Online*. If RoutingSettings.DistributeWhenOperatorComesOnline is on, re-evaluates the Unassigned queue for that operator's eligibility, oldest conversation first, and distributes up to their remaining capacity.

If something goes wrong

Rule-based fallback set to automatic

If RoutingSettings.Mode = RuleBased, no rule matched (or no matching rule's targets are eligible), and Automatic. The conversation is routed through UC-24.5 instead of being left Unassigned.

Good to know

  • A conversation created without any eligible party writes no AssignmentHistory row.
  • Distribution on an operator coming Online processes the wait queue oldest-first.
  • AI-held conversations never enter this Unassigned wait state. (FR-24-012, ADR-011)