Supervise all assigned conversations
To supervise, sign in as the Assignment User and choose Assignments from your profile menu. You see conversations across all your agent groups. Use Select Assign To to assign a conversation to one agent, to everyone in a group or to all agents. You can also set notes and tags, reply and close conversations.
For: Assignment userWeb● Unique to XgenPlus
How to supervise all assigned conversations
- Sign in as the Assignment User and choose Assignments from your profile menu.
- Set Filter By (date, assigned-from agent, status or tag) and click Apply Filter.
- Use Select Assign To to give a conversation to an agent, All in above group or Assigned to all.
- Use Set Notes, Set Tags, reply or close as needed.
When to use it
At the end of the day, Meera, support head at acme.in, reviews every open conversation of the L1 group and reassigns two that have waited too long.
Filters
| Option | What it does |
|---|---|
| Mail from | Shows mail from a chosen date. |
| Assigned From | Shows mail assigned by a particular agent. |
| Status | All, Open, Closed, Replied or Sent. |
| Tag | Shows mail with a tag. |
| Apply Filter | Applies your choices. |
The conversation list
| Column or action | What it does |
|---|---|
| From, Date, Subject, Account | The mail and the shared address it came to. |
| Select Assign To | An agent, All in above group or Assigned to all. |
| View | Opens the mail. |
| Read / unread | Marks the mail. |
| Actions | Closes the mail or takes other actions on it. |
| History | Shows every action taken on the mail. |
| Interactions | Shows the linked mails of the conversation. |
| Set Notes | Adds an internal note. Notes are kept in the history. |
| Set Tags | Adds a tag, or a predefined tag, to the mail. |
Good to know
- Mail reaches this console through your "Assign to group" rules, and your domain administrator must set your User Type to Assignment User with XgenAir enabled for the domain.
- If no agent groups exist yet, you see "No Group(s) Found". Create a group from a routing rule first.
- The Reports tab next to Assignments shows how each agent is doing.
Common questions
Who can see the assignment console?
Only users whose type is Assignment User. Agents see their own assignments inbox instead.
How do I give a conversation to everyone in a group?
In Select Assign To, choose All in above group or Assigned to all.
Was this page helpful?
Updated 2026-10-28