Assigning and Collaboration
As soon as several people work on comments and messages, assigning becomes essential. With assignments, it's immediately clear who takes over – and you avoid duplicate replies or threads that get left behind.
Assigning isn't just "organization" – it's a team signal: This person takes care of it and sees it through.
If you first want to get to know the Inbox as a whole, start with Introduction to the KNOWYOURCHAT Inbox.
1) When should you assign?
Assigning is worth it whenever a reply shouldn't just be "dashed off".
A good gut check: If you read something and think "I need to ask about this" or "I need more context here", then assigning is usually better than a quick reply. That keeps quality high and saves you unnecessary corrections.
Typical cases:
- technical questions (support, product, pricing)
- complaints or sensitive topics
- sales-related inquiries
- threads that need several steps
2) How to assign a thread
- Open the thread in the list on the left.
- In the detail view, click the Assign icon.
- Select the person from the workspace.
- Your workspace member now receives a notification.
- The thread is now clearly assigned to one person.
If you want to reply directly instead of assigning, see: Replying in the Inbox.
3) Collaboration without ping-pong
To keep collaboration fast, a clear mini process helps:
- Clarify ownership (assign)
- Reply once, properly
- Close the thread (Done)
Important:
- Assign to only one person.
- Only mark as Done once the reply has actually been sent.
4) Team best practices
- Define rough responsibilities, e.g.:
- Person A: Instagram
- Person B: TikTok
- Person C: support & critical topics
- Use labels to keep an overview at high volume (topic/urgency/context).
- Work consistently with "Done" so open and closed threads stay cleanly separated.
✅ Remember: Assigning creates clarity. Done creates calm.
Related pages
Need personal help? Email us at support@knowyourchat.de