[{"data":1,"prerenderedAt":326},["ShallowReactive",2],{"help-article-contacts-contact-assignment":3,"help-siblings-contacts":283},{"_path":4,"_dir":5,"_draft":6,"_partial":6,"_locale":7,"title":8,"description":9,"category":5,"order":10,"difficulty":11,"time_to_complete":12,"related":13,"body":17,"_type":277,"_id":278,"_source":279,"_file":280,"_stem":281,"_extension":282},"\u002Fhelp\u002Fcontacts\u002Fcontact-assignment","contacts",false,"","Contact assignment (to user)","How contact assignment works — assigning contacts to specific agents for ownership and follow-up.",6,"beginner","2 minutes",[14,15,16],"\u002Fhelp\u002Fmessaging\u002Fassigning-conversations","\u002Fhelp\u002Fsettings\u002Fteams-assignment","\u002Fhelp\u002Fcontacts\u002Fadding-contacts",{"type":18,"children":19,"toc":268},"root",[20,29,35,42,47,67,73,105,111,116,150,156,184,190,219,225],{"type":21,"tag":22,"props":23,"children":25},"element","h1",{"id":24},"contact-assignment",[26],{"type":27,"value":28},"text","Contact assignment",{"type":21,"tag":30,"props":31,"children":32},"p",{},[33],{"type":27,"value":34},"Assign contacts to specific agents so they have clear ownership and responsibility.",{"type":21,"tag":36,"props":37,"children":39},"h2",{"id":38},"how-assignment-works",[40],{"type":27,"value":41},"How assignment works",{"type":21,"tag":30,"props":43,"children":44},{},[45],{"type":27,"value":46},"When a contact is assigned to an agent:",{"type":21,"tag":48,"props":49,"children":50},"ul",{},[51,57,62],{"type":21,"tag":52,"props":53,"children":54},"li",{},[55],{"type":27,"value":56},"The agent sees the contact in their \"Mine\" filter",{"type":21,"tag":52,"props":58,"children":59},{},[60],{"type":27,"value":61},"New messages from that contact notify the assigned agent",{"type":21,"tag":52,"props":63,"children":64},{},[65],{"type":27,"value":66},"The agent is responsible for follow-ups",{"type":21,"tag":36,"props":68,"children":70},{"id":69},"assigning-a-contact",[71],{"type":27,"value":72},"Assigning a contact",{"type":21,"tag":74,"props":75,"children":76},"ol",{},[77,82,95,100],{"type":21,"tag":52,"props":78,"children":79},{},[80],{"type":27,"value":81},"Open the contact (or conversation)",{"type":21,"tag":52,"props":83,"children":84},{},[85,87,93],{"type":27,"value":86},"Click the ",{"type":21,"tag":88,"props":89,"children":90},"strong",{},[91],{"type":27,"value":92},"\"Assign\"",{"type":27,"value":94}," dropdown",{"type":21,"tag":52,"props":96,"children":97},{},[98],{"type":27,"value":99},"Select an agent from the list",{"type":21,"tag":52,"props":101,"children":102},{},[103],{"type":27,"value":104},"The assignment takes effect immediately",{"type":21,"tag":36,"props":106,"children":108},{"id":107},"auto-assignment",[109],{"type":27,"value":110},"Auto-assignment",{"type":21,"tag":30,"props":112,"children":113},{},[114],{"type":27,"value":115},"Contacts can be auto-assigned based on team settings:",{"type":21,"tag":48,"props":117,"children":118},{},[119,129,139],{"type":21,"tag":52,"props":120,"children":121},{},[122,127],{"type":21,"tag":88,"props":123,"children":124},{},[125],{"type":27,"value":126},"Round Robin",{"type":27,"value":128}," — Distributes evenly",{"type":21,"tag":52,"props":130,"children":131},{},[132,137],{"type":21,"tag":88,"props":133,"children":134},{},[135],{"type":27,"value":136},"Load Balanced",{"type":27,"value":138}," — Assigns to least-busy agent",{"type":21,"tag":52,"props":140,"children":141},{},[142,144],{"type":27,"value":143},"See ",{"type":21,"tag":145,"props":146,"children":147},"a",{"href":15},[148],{"type":27,"value":149},"Teams and assignment",{"type":21,"tag":36,"props":151,"children":153},{"id":152},"unassigning",[154],{"type":27,"value":155},"Unassigning",{"type":21,"tag":74,"props":157,"children":158},{},[159,164,169,179],{"type":21,"tag":52,"props":160,"children":161},{},[162],{"type":27,"value":163},"Open the contact",{"type":21,"tag":52,"props":165,"children":166},{},[167],{"type":27,"value":168},"Click the assignee name",{"type":21,"tag":52,"props":170,"children":171},{},[172,174],{"type":27,"value":173},"Select ",{"type":21,"tag":88,"props":175,"children":176},{},[177],{"type":27,"value":178},"\"Unassign\"",{"type":21,"tag":52,"props":180,"children":181},{},[182],{"type":27,"value":183},"Contact returns to the general queue",{"type":21,"tag":36,"props":185,"children":187},{"id":186},"bulk-assignment",[188],{"type":27,"value":189},"Bulk assignment",{"type":21,"tag":74,"props":191,"children":192},{},[193,198,209,214],{"type":21,"tag":52,"props":194,"children":195},{},[196],{"type":27,"value":197},"Select multiple contacts (checkboxes)",{"type":21,"tag":52,"props":199,"children":200},{},[201,203,207],{"type":27,"value":202},"Click ",{"type":21,"tag":88,"props":204,"children":205},{},[206],{"type":27,"value":92},{"type":27,"value":208}," in the toolbar",{"type":21,"tag":52,"props":210,"children":211},{},[212],{"type":27,"value":213},"Choose an agent",{"type":21,"tag":52,"props":215,"children":216},{},[217],{"type":27,"value":218},"All selected contacts are assigned",{"type":21,"tag":36,"props":220,"children":222},{"id":221},"tips",[223],{"type":27,"value":224},"Tips",{"type":21,"tag":74,"props":226,"children":227},{},[228,238,248,258],{"type":21,"tag":52,"props":229,"children":230},{},[231,236],{"type":21,"tag":88,"props":232,"children":233},{},[234],{"type":27,"value":235},"Assign promptly",{"type":27,"value":237}," — Unassigned contacts may be missed",{"type":21,"tag":52,"props":239,"children":240},{},[241,246],{"type":21,"tag":88,"props":242,"children":243},{},[244],{"type":27,"value":245},"Balance workload",{"type":27,"value":247}," — Don't overload one agent",{"type":21,"tag":52,"props":249,"children":250},{},[251,256],{"type":21,"tag":88,"props":252,"children":253},{},[254],{"type":27,"value":255},"Reassign when needed",{"type":27,"value":257}," — If an agent is unavailable, reassign their contacts",{"type":21,"tag":52,"props":259,"children":260},{},[261,266],{"type":21,"tag":88,"props":262,"children":263},{},[264],{"type":27,"value":265},"Use teams",{"type":27,"value":267}," — Auto-assignment prevents contacts from sitting unassigned",{"title":7,"searchDepth":269,"depth":269,"links":270},2,[271,272,273,274,275,276],{"id":38,"depth":269,"text":41},{"id":69,"depth":269,"text":72},{"id":107,"depth":269,"text":110},{"id":152,"depth":269,"text":155},{"id":186,"depth":269,"text":189},{"id":221,"depth":269,"text":224},"markdown","content:help:contacts:contact-assignment.md","content","help\u002Fcontacts\u002Fcontact-assignment.md","help\u002Fcontacts\u002Fcontact-assignment","md",[284,287,289,292,293,296,299,302,305,308,311,314,317,320,323],{"_path":285,"title":286},"\u002Fhelp\u002Fcontacts\u002Factivity-timeline","Contact activity timeline explained",{"_path":16,"title":288},"Adding and managing contacts",{"_path":290,"title":291},"\u002Fhelp\u002Fcontacts\u002Fbulk-operations","Bulk operations (assign, tag, delete)",{"_path":4,"title":8},{"_path":294,"title":295},"\u002Fhelp\u002Fcontacts\u002Fcontact-merging","Merging duplicate contacts",{"_path":297,"title":298},"\u002Fhelp\u002Fcontacts\u002Fcontact-pinning","Contact pinning and favorites",{"_path":300,"title":301},"\u002Fhelp\u002Fcontacts\u002Fcreating-segments","Creating custom segments with filters",{"_path":303,"title":304},"\u002Fhelp\u002Fcontacts\u002Fcustom-fields","Creating custom fields for contacts",{"_path":306,"title":307},"\u002Fhelp\u002Fcontacts\u002Fexporting-contacts","Exporting contacts to CSV",{"_path":309,"title":310},"\u002Fhelp\u002Fcontacts\u002Fimporting-contacts","Importing contacts from CSV",{"_path":312,"title":313},"\u002Fhelp\u002Fcontacts\u002Flifecycle-stages","Contact lifecycle stages (lead to customer)",{"_path":315,"title":316},"\u002Fhelp\u002Fcontacts\u002Fqr-scanner","Using the QR code scanner to add contacts",{"_path":318,"title":319},"\u002Fhelp\u002Fcontacts\u002Fservice-window","Understanding the 24-hour service window",{"_path":321,"title":322},"\u002Fhelp\u002Fcontacts\u002Fsource-tracking","Contact source tracking",{"_path":324,"title":325},"\u002Fhelp\u002Fcontacts\u002Fusing-tags","Using tags to organize contacts",1780423184192]