How to triage and assign?


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 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.

Note The assignment flows described here can be used with shared accounts of any kind (email, WhatsApp, Facebook, Twilio SMS) as well as shared addresses.

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

Every conversation can be assigned
You can easily assign conversations to anyone from the assignment menu at top of all conversations.

How to triage a shared inbox

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 this guide.

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

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

How can you find conversations assigned to a teammate?

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

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. Bonus tip: Pressing the Alt key while selecting a mailbox will open it without adding it to the left bar.


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 Command+shift+K to open the assignment pop-up, then navigate and select actions using arrows and the Return key.

Alternatively, you can quickly assign yourself with the Command+D shortcut.

Need more specific answers?

Contact us via our Help Center