What happens when a conversation moves to the “Assigned” state in MyOperator?
⚡Quick answer-
When a chat moves into the Assigned state, it is auto-assigned to the agent who intervene in that chat.
Only the assigned agent can reply; everyone else has read-only access unless a Manager/Admin/Owner reassigns the conversation.
When should I use this guide?
Use this guide when you need to understand how ownership, visibility, and reassignment work once a conversation leaves the Open/Unassigned queues and becomes assigned to a specific agent.
1. Prerequisites
You’ll typically need:
- A role of Agent, Manager, Admin, or Owner with access to the Inbox module
- A conversation is currently in the Open or Unassigned state
2. How a conversation becomes assigned
A conversation can move to Assigned in three main ways:
Trigger | Who initiates it | Resulting action |
Agent replies in Open state | Any agent | System auto-assigns the chat to that agent |
Manual assignment via Transfer | Manager / Admin | Ownership switches to the transfered agent |
3. What changes in the UI and permissions
Once a conversation is in the Assigned state:
- In the assigned state, agent's name is reflected below the customer's name.
- Only the assigned agent can send replies to the customer
- Other agents and team members have read-only access (they can view but not reply)
- Managers/Admins/Owners see controls (e.g., Transfer) to change the owner if needed
4. When a conversation is not in the Assigned state
Different states allow different reply permissions:
State | Who can reply | Typical next step |
Open | Any agent | Auto-assigned after the first reply |
Unassigned | No one | Manually assign → Transfer |
Closed | No one if 24hours window is closed | Reopen → Open (If reopens within 48hrs, it is auto-assigned to the agent who closed that chat. If reopens post 48hrs, it is moved to open stage and auto-assigned to the agent who first intervene.) |
6. Where to view assignment history
You can track ownership and changes from several places:
- Inbox › Assigned tab – shows all currently owned active chats
- Chat header – shows the current assigned agent
- Conversation log/activity timeline – shows a full audit trail of assignment changes and reassignments
7. Troubleshooting
Problem | Fix |
Another agent can’t reply to a chat | Manager/Admin should reassign the chat or ask the current owner to respond. |
Chat didn’t auto-assign after a reply | Confirm that the user sent a customer reply, not an internal note; internal notes do not trigger auto-assignment. |
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