Assigning Conversations to Your Team

When a patient message comes in, assigning that conversation to the right team member makes it clear who is responsible for following up, so nothing slips through the cracks at the front desk.

Why Assignments Matter

A busy inbox can get chaotic fast. Without clear ownership, two people might both reply to the same patient, or worse, no one replies at all. Assigning a conversation gives one person accountable for that thread. The assigned team member can see their queue at a glance, and everyone else knows it is covered.

Assignments work alongside internal notes, so you can hand off a thread with context and the new owner knows exactly what was already said.

Assigning a Conversation

1. Open the Conversations tab from the main menu.
2. Click into the patient thread you want to assign.
3. In the right-hand panel, locate the Assigned To field. It may show Unassigned by default.
4. Click the field and select a team member from the dropdown list.
5. The assignment saves automatically. The selected team member now owns that conversation.

Reassigning or Removing an Assignment

Assignments are easy to change. If someone is out sick, taking vacation, or a conversation needs to move to a different person, just open the thread and update the Assigned To field to a new team member. You can also clear it by selecting Unassigned, which returns the conversation to the general queue.

There is no limit to how many times a conversation can be reassigned, so feel free to hand threads off as situations change throughout the day.

Viewing Your Assigned Conversations

Each team member can filter the inbox to see only the threads assigned to them. This is helpful for busy mornings when the front desk wants to focus on their own queue without sorting through every message.

1. Open the Conversations tab.
2. Use the filter or view options at the top of the inbox to select Assigned to Me.
3. The inbox will show only conversations where you are the assigned team member.

For more on sorting and filtering your inbox, see Filters, Tabs, and Managing Unread.

Best Practices for Your Team

• Assign every inbound conversation before anyone leaves for the day, even if the response is not ready yet. This way no thread sits unowned overnight.
• Use internal notes when handing off a conversation so the new owner has full context before they reply.
• If one person handles all scheduling and another handles billing questions, consider setting a simple rule at your practice: scheduling threads go to the scheduling coordinator, billing threads go to the office manager. Consistent habits keep the inbox predictable.
• Check Assigned to Me at the start of each shift instead of scrolling the full inbox. It saves time and keeps your workload visible.

What Assigned Team Members Can See

Depending on how your staff permissions are configured, some team members may only have access to certain parts of the platform. Assignments work within whatever access level each user has. If a team member cannot see a conversation after being assigned, check their role settings under User Roles and Permissions.

Once your team has a handle on assignments, a natural next step is learning how to reply efficiently. Take a look at Saving Time with Quick Replies to set up canned responses your whole team can share, or revisit Conversations: Your Unified Inbox for a full overview of how the inbox is organized.