Each conversation can have one owner. The owner sees it in their Mine tab.
Before you start
You need a role that can send messages (owner, admin or member). You don't need a texting seat.
You can only hand a conversation to a teammate who can reach that phone number.
Steps
Open the conversation.
In the contact panel on the right, find Assigned to.
Click the box under it. It shows the current owner, or Unassigned.
Type in Search members... to find someone, or scroll the list. You are marked (you).
Click a name. Or click Unassigned to take the owner off.
What happens next
If you took it, it moves to your Mine tab and you stay on it.
If you gave it to a teammate, it shows in All for you and in Mine for them. They get a notification.
If you picked Unassigned, you land on the All tab.
A line shows in the conversation saying who claimed it or who it was assigned to.
If the conversation was resolved, assigning it opens it again.
An unassigned conversation only shows in the All tab.
Common questions
Do I have to assign a conversation to myself before I reply?
No. When you send a text or add a note, the conversation is assigned to you on its own, even if a teammate had it. No "claimed" line is added in that case.
Why isn't my teammate in the list?
They may not be on a team that can use this phone number. Ask an admin to check their teams.
Does assigning a conversation change the contact owner in my CRM?
No. Assigning a conversation only changes who owns it in the Messenger. Your CRM's contact owner stays the same.
If Combined view is on, which number gets assigned?
With Combined view set to By contact, every one of that person's conversations you can reach gets the same owner. With By number or Off, only the open conversation changes.
Related articles
Who can see and use the Messenger