Overview

If you want to make sure a conversation gets answered by the right person in your company, you should assign it to a particular teammate or team. There are 2 different ways to do that in Featurebase:

• Manually assign conversations to a team and teammate

• Automatically assign conversations to a team or teammate with Workflows

Manually assign conversations

When you need to pass a conversation to someone else you can quickly manually assign the conversation to the best teammate or team who can answer it:

1. In the Inbox, open the Conversation details panel

2. Click the Assignee or Team option at the top

3. Choose the right teammate or team

And you’re done – now the conversation is visible in your teammate’s or team’s inbox view!

Assign conversations in bulk

You can also assign several conversations at once. Select the conversations using their checkboxes, press ⌘/Ctrl K, and choose Assign.

You can assign them to yourself, another teammate, or a team, or set them back to Unassigned. Assigning conversations to a team removes any individual assignee.

Automatically assign conversations

Conversations can also be assigned automatically using Workflows:

1. Go to Automations → Workflows

2. Click + New Workflow in the top-right corner and select Start from scratch

3. The best triggers to use for this kind of Workflow are:

   • Customer opens a new conversation in the Messenger

   • Customer sends their first message

   • Customer sends any message

4. Use the ‘Apply rules’ block to automatically decide which conversations should be assigned to which team or teammate based on rules

   • Rules can be based on the content of the messages, conversation attributes, how long a customer has been waiting and/or any information about the lead, user or company that you track in Featurebase.

   • For example, if Plan is Starter and Message Content contains upgrade, then Assign to Customer Success

5. You can then click Save and close and set your Workflow live

FAQ

How to see who a conversation is assigned to?

You can view which teammate and team inbox a conversation is assigned to under the Conversation details section, which is permanently placed at the top right when using the Inbox:

How do I download a transcript of a conversation?

If you need to share a conversation, feed it to external AI, or keep a record of it, you can easily copy or download its transcript as a .txt file.

Just go to a conversation and click the three dots to see options, then click “Copy transcript or “Export transcript”:

What’s included in the transcript?

• All replies in the conversation

• The timestamps of every reply

• The date and time the conversation was created (in your workspace’s timezone)

• AI agent’s replies

• The customer and teammate’s names

What’s not included?

• The different states of the conversations (snoozed, unsnoozed, closed)

• Internal notes

• How and when the conversation was assigned

• CC/BCC

• Images

• Attachments

• GIFs

• Articles

Images, attachment, GIFs, articles and apps will be labelled as text in the file, like [GIF] and [Article - article name], for example.

Where do conversations appear?

Regardless of the assigned state - all conversations appear in All messages

No assignee + no team → Unassigned inbox

No assignee + team → Team inbox

If both are set, the last action wins:

Team set last → shows in Team inbox and assignee is cleared

Assignee set last → shows in All messages, not in Team inbox (team stays set)