Assign and organize conversations

Consistent ownership and metadata make it clear who should respond, which work is urgent, and what still needs attention.

Assign ownership

From a conversation, use Assign to me to claim it quickly, or choose Assignee to select another teammate or available AI agent.

Assignment answers one question: who is responsible for the next action? Avoid assigning the same conversation informally in chat while leaving it unassigned in Protodesk.

Set the conversation state

Use the available fields to describe the work:

• Status shows where the conversation is in your workflow.
• Priority indicates how urgently the team should respond.
• Labels identify reusable attributes or workflows.
• Category groups the main reason for contact.

Workspace admins can configure statuses, priorities, labels, and categories from Browse. Keep each list small enough that teammates can choose consistently.

Filter Threads

Use the filter control in Threads to narrow the list by status, assignee, team, priority, label, or category. Search when you know part of the customer name, subject, or conversation content.

A practical daily order is:

1. Review conversations assigned to you.
2. Check unassigned work for your teams.
3. Handle urgent and high-priority conversations.
4. Review reminders and snoozed conversations that have returned.

Defer work clearly

Use Snooze when the conversation should temporarily leave active work and return at a chosen time. Use Remind me later when you personally need a follow-up without changing the shared workflow state.

Before ending your shift, make sure every active conversation has a clear assignee or an intentional team queue.