Currently, when an agent manually creates a new chat or email, the conversation is automatically assigned to the agent who created it. Our team workflow requires these conversations to be assigned to the Inbox instead so they can be triaged and handled by the next available team member.
Right now, agents must manually unassign themselves and reassign the conversation to the Inbox every time they create a new chat or email. This adds extra steps to the process and creates the risk of conversations remaining assigned to the wrong person if the reassignment step is missed.
We have reviewed the setting under Settings → Inbox → Assignments → General → Default assignee, but this setting only applies to incoming conversations and does not apply to chats or emails manually created by an agent. We also confirmed that this cannot currently be achieved via workflows.
Suggested Improvement:
Add an option that allows manually created chats and emails to be automatically assigned to the Inbox instead of the agent who created them.
This would reduce manual steps for agents, improve team workflows, and ensure conversations are properly triaged through the Inbox rather than being assigned to an individual by default.