Unassign Conversations

[RSmith95]

I am going to turn on the feature for conversations to be automatically assigned to individuals. I understand that they won't get a conversation if they are not available. 

If they have assigned conversations though and then change their status to not available, will those assigned conversations become unassigned and be re-assigned to the next available person? 

[Jigar_Thakker]

@RSmith95 

Yes, you are right with the correct settings enabled conversations will be automatically assigned to the available users kindly check the settings mentioned in the screenshot in this article https://knowledge.hubspot.com/conversations/set-your-conversations-routing-rules 

You can clear the Assign to available users only checkbox to turn off assignments based on agent availability.

Let me know if you have any followup questions.

If my post was helpful in addressing your query, Support the community by indicating it as the solution.

[karstenkoehler · Accepted solution]

Hi @RSmith95,

Correct, by default "incoming conversations will only be assigned to agents that are available. If no agents are available, the email conversation will be unassigned." https://knowledge.hubspot.com/conversations/set-your-conversations-routing-rules#automatically-assig...

Once a conversation is assigned, it will not be automatically unassigned.

Best regards!