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Answered

How to stop automatic assignment to teammate after reply to conversation?

  • April 17, 2024
  • 1 reply
  • 326 views

Emails via a workflow come to my Team. These emails are not assigned to any teammate. When replies are sent to these emails, they get automatically assigned to a teammate. I want to stop this automatic assignment on reply. I want the conversation to remain only assigned to the Team not to any teammate. How can I achieve this?

Best answer by bernice

Hey @Harsh Chaudhary  👋  To stop the automatic assignment of conversations to a teammate when they reply, each teammate needs to update their personal assignment settings. They can follow these steps:

1. Go to your profile photo in the bottom left corner of Intercom.
2. Click on Settings.
3. Navigate to Help Desk > Assignment Preferences.
4. Update the option to "Keep it unassigned or assigned to the team."
5. Click "Save."

Please note that this setting is a personal setting, and each teammate will need to update their own settings individually to achieve the desired outcome.

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bernice
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  • April 22, 2024

Hey @Harsh Chaudhary  👋  To stop the automatic assignment of conversations to a teammate when they reply, each teammate needs to update their personal assignment settings. They can follow these steps:

1. Go to your profile photo in the bottom left corner of Intercom.
2. Click on Settings.
3. Navigate to Help Desk > Assignment Preferences.
4. Update the option to "Keep it unassigned or assigned to the team."
5. Click "Save."

Please note that this setting is a personal setting, and each teammate will need to update their own settings individually to achieve the desired outcome.


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