Assign a conversation to another agent
To assign conversations, open Assignments, tick the conversations and expand Actions. Choose the agent in Assign To and confirm. The conversations move to that agent's queue. When you re-assign, XgenPlus shows a summary of the selected mails before you click OK Re-Assign Mail. Closed conversations cannot be assigned.
For: Assignment agent, Assignment userWeb● Unique to XgenPlus
How to assign a conversation to another agent
- Open Assignments from your profile menu.
- Tick the conversations to assign, or tick the box at the top to select all.
- Expand Actions and choose the agent in Assign To.
- Confirm when XgenPlus asks whether to assign the selected conversations.
When to use it
Meera answers first-level queries at support@acme.in. A customer asks about a disputed invoice, so she assigns the conversation to the billing specialist in her group.
Good to know
- The Assign To list shows the agents in the shared mailbox's agent group.
- Every assignment is recorded in the conversation's history.
Common questions
Why can't I assign a conversation?
It is closed. Re-open it first, then assign it.
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Updated 2026-10-28