Assignment tells your team who owns a conversation. An assigned conversation shows up for that teammate specifically, so nothing falls through the cracks when several people are working the same inbox.
Assigning a conversation
Open a conversation and use the assignee control to pick a teammate, or leave it unassigned for anyone to pick up. You can reassign at any point, for example when a conversation needs to be escalated to someone else.
Finding conversations by assignment
Assigned to me – conversations assigned to you specifically.
Unassigned – conversations nobody has claimed yet, a good place to start when you have spare capacity.
By teammate – filter the Inbox to see what a specific person is working on.
Restricting what teammates can see
By default, any teammate can see every conversation in a shared inbox, whether it is assigned to them or not. If your workspace needs tighter boundaries, an admin can restrict a teammate so they only see conversations assigned to them. This is useful for larger teams where you want agents focused on their own queue rather than browsing everyone else's.