Assignments & Workflows
Assign conversations to team members, use tags for organization, and snooze conversations for follow-up.
Efficient support means getting the right conversation to the right person at the right time. GudDesk provides several tools to make this happen.
Manual Assignment
To assign a conversation:
- Open the conversation from your inbox
- Click the Assign button (or press
a) - Select a team member from the dropdown
- The conversation moves to their "Mine" view
When you assign a conversation, the assignee receives a notification (email and/or in-app, based on their settings).
Round-Robin Assignment
For teams that want to distribute workload evenly, enable round-robin in Settings > Inbox:
- New conversations are automatically assigned to available team members in rotation
- Team members marked as "away" are skipped
- You can set maximum concurrent conversations per agent
Tags
Tags help you categorize and filter conversations:
- Create tags in Settings > Tags (e.g., "billing", "bug", "feature-request", "enterprise")
- Apply tags from the conversation detail view or via automations
- Filter by tags using the sidebar filters in your inbox
Tags are also useful as automation triggers — for example, auto-escalating any conversation tagged "urgent" to a senior agent.
Snooze
Sometimes you need to wait for a customer to respond or follow up later:
- Click the Snooze button on any conversation
- Choose when to bring it back: Later today, Tomorrow, Next week, or a custom date
- The conversation disappears from your inbox until the snooze time
- When it unsnoozes, it reappears at the top of your inbox as "Open"
If the customer replies while a conversation is snoozed, it automatically unsnoozes and reopens.
Priority Levels
Set conversation priority to help your team focus on what matters:
| Priority | Use Case |
|---|---|
| Urgent | Production issues, security reports |
| High | Enterprise customers, billing problems |
| Normal | General inquiries (default) |
| Low | Feature requests, feedback |
Priority can be set manually or automatically via automations and AI agents.
Automation Integration
All assignment features can be automated. For example:
- Route conversations containing "billing" to the billing team
- Auto-tag conversations from enterprise customers as "High" priority
- Assign product feedback to your product team
See the AI Agents documentation for setting up automated workflows.