Assign agents and set up auto-assignment for an inbox

📍 Where to find it: Inboxes → (your inbox) → Settings → "Collaborators" tab

Choose which agents receive an inbox's conversations, and enable auto-assignment to automatically distribute new conversations.

How it works

In the Collaborators tab, you add the agents allowed on the inbox. You can enable auto-assignment: Madyis Hub then automatically assigns each new conversation to an available agent, optionally with a limit per agent. An assignment/capacity policy can be linked to fine-tune the distribution.

Step by step

1. Inboxes → Inbox settings → "Collaborators" tab.
2. Add the agents who should see and handle this inbox.
3. Enable "Auto assignment" if you want to distribute conversations without any intervention.
4. Set the conversation limit per agent if needed.
5. Save your changes.

Good to know

• Without auto-assignment, conversations stay "unassigned" until an agent picks them up.
• For finer distribution, link an assignment/capacity policy (account settings).