Guide

How to triage and assign conversations

Basic assignment

Missive offers an intuitive assignment flow. Out of the box, any conversation can be assigned to yourself, a teammate or multiple teammates.

Note Assignment is ideal for customer support emails, Twitter @mentions, Facebook Page messages and SMS, but can also be powerful for internal chats.

When a conversation gets assigned to you, it appears in your Assigned to me mailbox as well as your Inbox.

Every conversations can be assigned
You can easily assign conversations to anyone.

Assigned conversations can be closed from the same menu. Upon being closed, conversations are moved to the Closed mailbox for future reference.

Triaging a shared account

Note Email, Facebook, Twitter and Twilio (SMS) accounts can all use the assignment flow described on this page.

For small teams, the above may be enough. Assignment is done by anyone, directly from the inbox. But 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, this is done through the Unassigned mailbox.

Unassigned, Assigned to me and Closed mailboxes

The only setup required to enable this flow is to set your shared account or address to show new messages in the Unassigned mailbox instead of the Inbox.

Enable the assignment flow in the Email sharing tab of your organization settings

Let’s say we enable Show in: Unassigned for the account info@missiveapp.com. Everyone with access to the account can now see incoming messages in the Unassigned mailbox.

When the person doing the triage assigns a conversation, the conversation is removed from Unassigned and appears in Assigned to me and Inbox for the assigned user(s). Replying to an unassigned message will automatically assign it to you.

You can also directly assign messages received at a shared account or address by instead selecting Assign to: [teammates].

Send & close button
Replying to an assigned conversation will show Send & Close.

Finally, if a new reply is received in a closed conversation, the conversation will be moved away from Closed back into the assignee’s Assigned to me and Inbox. Those replies will only be seen by the assignees, which is really useful to reduce the amount of interruptions your team faces daily.

How to find conversations assigned to a teammate?

You can apply the Assigned to filter from any mailbox, or directly from the Assigned to others mailbox:

Assigned to filters demonstration
Apply the Assigned to filter to find a conversation assigned to a specific teammate.
Note The Assigned to me, Assigned to others and Closed mailboxes may be hidden by default. To open them, either search for them or click More on the left.
How to reopen closed mailboxes.
Bonus tip: Pressing the Alt key while selecting a mailbox will open it without adding it to the left bar.

Tasks

For conversations that are used as projects, granular assignment of 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 Assigned to me as well as your Inbox.

Keyboard shortcuts

You can easily assign, reopen and close conversations using the keyboard, just press Ctrl+Shift+K (Cmd+Shift+K on Mac) to open the assignment pop-up, then navigate and select actions using arrows and the Return key.

Shortcut demonstration

Last updated on July 4, 2018

Need more specific answers?

Contact us via our Help Center