# Triage and assignment

## Assignment <a href="#assignment" id="assignment"></a>

Missive offers an intuitive assignment flow. Out of the box, any conversation can be assigned to individuals or teams (Sales, Support, etc.).

**You can either configure all messages received in an account to be consumed from:**

* A [team inbox](https://missiveapp.com/docs/core-features/team-inboxes) where they will be triaged by a team or
* Assign an email directly from your personal inbox to a colleague for quick and easy delegation.

When a conversation gets assigned to you, it appears at the top of your **Inbox**.

{% hint style="info" %}
The assignment flows described here can be used with shared accounts of any kind ([email](https://missiveapp.com/features/email), [WhatsApp](https://missiveapp.com/features/whatsapp), [Facebook](https://missiveapp.com/features/messenger), [Twilio SMS](https://missiveapp.com/features/sms)) as well as [shared addresses](https://missiveapp.com/docs/connected-accounts#shared-addresses).
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-4570b30a3579494ff0c6be687435057b380847b3%2Ffeatures-assignment.png?alt=media" alt="Easily assign to the right stakeholders" width="563"><figcaption><p>You can easily assign conversations to anyone from the assignment menu at top of all conversations.</p></figcaption></figure></div>

## Triage a shared inbox <a href="#triaging-a-shared-inbox" id="triaging-a-shared-inbox"></a>

When dealing with a lot of requests, it can be counter-productive for everyone to see all messages all the time. You may want to add a triage step where some teammate(s) dispatch messages to the relevant people. In Missive, you can do this with a **team inbox**, learn more in the [Team Inboxes guide](https://missiveapp.com/docs/core-features/team-inboxes).

Let’s say we enable a **Team Inbox** for the account **<orders@missiveapp.com>** and select the **🎯 Sales** team. All team members can now see incoming messages in the **🎯 Sales** team inbox from the left sidebar.

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-8711b73fa1c723ad37f6f1530635eed57e1aa394%2Fguides-team-inbox-sidebar.png?alt=media" alt="Every conversations can be assigned" width="1200"><figcaption><p>You can easily assign conversations to anyone, once assigned, those conversations can be viewed in the team tasks view.</p></figcaption></figure></div>

## Find conversations assigned to a teammate <a href="#assigned-to-teammates" id="assigned-to-teammates"></a>

There are multiple ways to find conversations assigned to a teammate:

* Expand a **team inbox** and select **Assigned to others**
* Apply the **Assigned to** filter in a team inbox (or sub-inboxes like Assigned to others, Closed, All)
* Apply the **Assigned to** filter in the team tasks view to monitor the status of conversations assigned to a teammate

{% hint style="info" %}
When you apply a filter to a view, you can save this filtered view in your sidebar by clicking the green **Pin** button (or pin icon) at the top of the view.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-0ef96ff5caffb2fd09efe2d70be8ac29ae6e6a8a%2Fguides-assigned-to-others.png?alt=media" alt="Every conversations can be assigned" width="563"><figcaption><p>How to find conversations assigned to a specific member in the tasks view</p></figcaption></figure></div>

## Tasks <a href="#tasks" id="tasks"></a>

For conversations that are used as projects, [granular assignment of tasks](https://missiveapp.com/docs/core-features/tasks) can also be used. You will get the same consistent experience whether an individual task or a whole conversation is assigned to you: the conversation will appear in your **Tasks** view.

<div data-with-frame="true"><figure><img src="https://3242897856-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F1If7JwIQhfz5wGM9LiIU%2Fuploads%2Fgit-blob-ae79994a3372cce7079ac81530ee5d0f3460b4bf%2Fguides-my-tasks.png?alt=media" alt="Tasks view showing conversations and individual tasks assigned to me" width="1200"><figcaption><p>The Tasks view shows both conversations and individual tasks assigned to you in one place.</p></figcaption></figure></div>

## Keyboard shortcuts <a href="#keyboard-shortcuts" id="keyboard-shortcuts"></a>

You can easily assign, reopen and close conversations using the keyboard:

| Shortcut                                            | Action                                                              |
| --------------------------------------------------- | ------------------------------------------------------------------- |
| <kbd>⌘/Ctrl</kbd> + <kbd>Shift</kbd> + <kbd>K</kbd> | Open the assignment pop-up                                          |
| <kbd>⌘/Ctrl</kbd> + <kbd>D</kbd>                    | Assign yourself as the only assignee and remove all other assignees |
| <kbd>⌘/Ctrl</kbd> + <kbd>Shift</kbd> + <kbd>D</kbd> | Keep the existing assignees and add yourself to the list            |


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