Assigning chats to individual team members on Promptd
When a client reaches out to your clinic, the owner and any admin can assign that conversation to a specific team member. Assignment makes it clear who owns the response, so nothing falls through the cracks and two people don't reply at once.
How to assign a chat
Open the conversation, then use the assignee picker in the Details panel on the right, under the client's name to choose a team member. The chat is immediately handed to that person, and a short system note appears in the thread so everyone can see who it went to.
Notification to assignees
The team member you assign receives an email letting them know a chat was handed to them, including who assigned it and which client it's about. The conversation also appears in their Messages list the next time they open it.
What to keep in mind
Replying to someone else's chat sends it back to the team
If you're an owner or admin and you reply to a conversation currently assigned to another team member, your reply unassigns it and returns it to the team. The thread shows "This conversation is now back with the admin team", and the team member loses access to it. A notice appears above the message box before you send, so you know this will happen. To take the conversation yourself, assign it to yourself in Details. If you just want to check in without changing who handles it, let the assigned person respond.
The client sees handoffs
When a chat is reassigned, a short system message is added to the thread. Clients can see that the conversation was passed to another team member, so handoffs are transparent on both sides.
Unassigning is quiet
Removing an assignment (or reassigning to someone else) does not notify the person who previously had it. If you pull a chat from a team member, let them know directly so they don't keep waiting on it.
Unassigning removes access
When someone is unassigned from a chat, they lose access to it. Admins and owners are the exception: they can always see every chat, whether or not it's assigned to them.
Assigning to yourself sends no email
If you assign a conversation to yourself, no notification is sent.
What each person sees in Messages
- Owners and admins see every conversation of the clinic, and each row says Assigned to … when someone has it.
- Members see only the conversations assigned to them.
- Waiting on you shows owners and admins the unassigned conversations and their own; members see theirs.
- Archiving is shared by the whole clinic: archiving a conversation archives it for everyone. Owners, admins and the assigned member can archive. Assigning a conversation brings it back to Active.
Tips
- Assign promptly so the right person picks up the conversation while the lead is still warm.
- Avoid bouncing a chat between team members. Each reassignment is visible to the client.