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By the end of this guide, you’ll be able to hand a conversation to the right person on your team — so nothing slips through the cracks and everyone knows what’s theirs. When more than one person works the Inbox, assigning is how you divide the load. A conversation can be handled by your AI or by a specific teammate, and you decide which.

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Before you begin

  • Open a conversation in the Inbox.
  • Open the details panel and expand Conversation actions.
  • You’ll see your teammates listed if they’re members of the relevant workspace.
1

Open Conversation actions

In the details panel on the right, expand Conversation actions. The Assigned Agent selector is where you choose who handles the conversation.
The conversation details panel in Cura with the Assigned Agent selector
2

Choose a handler

Open the Assigned Agent selector and pick:
  • Cura AI — let the AI handle the conversation.
  • A teammate — assign it to a specific person. They become the handler and the conversation shows up in their Mine filter.
You’ve assigned the conversation — the right person (or the AI) is now responsible for it.
Assigning a conversation to a teammate is the same as a human taking over from the AI for that conversation. The AI steps aside until the conversation is handed back to Cura AI.
3

Set an owner (optional)

Separate from who’s actively handling a conversation, you can set an Owner — the person who’s accountable for it over time, even if someone else replies day to day.
  • Open the Owner selector and choose a teammate, or No owner to clear it.
Use Assigned Agent for “who’s replying right now” and Owner for “whose customer this is.” For a small team, the handler is often enough on its own.

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Troubleshooting

  • A teammate isn’t in the list? They need to be a member of the conversation’s workspace. Add them in your team settings first.
  • Can’t assign? If the channel is disconnected, reassignment is paused until it’s reconnected.