Prerequisites
- Agent access to at least one inbox.
- Team policy for assignment and resolution.
Steps
- Use inbox filters for Unassigned, Assigned to me, and Priority views.
- Assign each new conversation to one owner.
- Add internal notes before handoff.
- Reply publicly, then update status (Open, Pending, Resolved).
- Resolve only when next steps are complete or clearly confirmed.
What success looks like
- Every active conversation has a clear owner.
- Status reflects real progress.
- Reopen rates decline as closure quality improves.
Common issues and fixes
Issue: Threads are missed because they remain unassigned.
Fix: Adopt first-touch assignment and monitor Unassigned queue throughout shifts.
Issue: Handoffs lose important context.
Fix: Require a short internal-note summary before reassignment.