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Conversation assignment

Free on every plan

Everyone knows who has got it.

Assign a conversation to a person, a team, or both, so it is clear who owns the reply, or leave it unassigned as a queue anyone can pick from. Either way, nobody doubles up and nothing sits there unowned.

The problem

A shared inbox with no owner is just a pile

When nobody is named on a conversation, everyone assumes someone else has it, or two people answer at once and the customer gets contradicting replies.

  • Two teammates reply to the same customer minutes apart
  • Hard questions get skipped because no one owns them
  • "I thought you had that one" after the customer chases
  • No record of who was handling what when it went wrong

Why teams love it

Clear ownership, without a manager assigning everything

Assignment gives a shared inbox the one thing it is usually missing: a name against every conversation that needs one.

No more double replies
The moment a conversation is assigned, everyone can see who is on it, so nobody starts writing the same answer twice.
A queue anyone can pull from
Leave conversations unassigned and let the team pick up what they can handle. Unassigned is its own state you can filter on.
Nothing falls between people
A named owner means a named follow-up. Hard or slow conversations stay with someone instead of drifting.
A full trail of who had it
Every assignment change is saved in the conversation history, so you can always see how a case moved through the team.

What’s inside

Assign one, assign a hundred

Everything you need to keep ownership clear as your queue grows and your team shifts around it.

Assign to a person, a team, or both
Give the reply to one teammate, a whole team, or both at once: straight from the conversation or the list view.
Leave it unassigned on purpose
Unassigned is a real, filterable state: a shared queue, not a gap in your process.
Change assignment in bulk
Select a batch of conversations and move them all to one person at once, when someone is off or a backlog builds.
Saved in the history
Each change of owner is written to the conversation history with who did it and when.
Filter by assignee
See just your own conversations, one teammate’s queue, or everything that still has no owner.
Assign automatically with rules
Let the rules engine route conversations to the right person as they arrive, so triage happens without you.

Pricing

Free on every plan

Free, on every plan

Conversation assignment is part of the shared inbox from day one: including the Free plan, with no card and no time limit.

Included free on every plan, forever.

Get started for free

Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

Conversation assignment: one clear owner per customer

Assignment is what turns a shared inbox from a shared pile into a working queue. Each conversation can be given to one person, to a team, or to both so it is obvious who owns the reply, or left unassigned so anyone on the team can pick it up. Because unassigned is its own filterable state rather than an accident, a team can run a genuine pull-based queue without a manager handing out work. Every change of owner is written to the conversation history, so you can always reconstruct who had what.

It works with the rest of the inbox: tags, internal notes, snooze, and AI agents that assign and route conversations automatically as they arrive. With more than 30 integrations, the customer’s order data is right next to the conversation whoever picks it up.

Conversation assignment is included on every Herodesk plan, including Free, and used by webshops, B2B companies and SaaS companies across Europe. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.

Give your team time back

Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby

Ken Primby

CEO · Pluspige

From a Herodesk customer

4–6

hours saved on cleanup after live sales

“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”

Read the customer story