Have you ever wondered why Inbox assigned a conversation the way it did? Well, this article will explain the assignment rules Inbox follows so that you can tell if the behavior was expected or needs to be looked into.
Here are the email assignment rules Inbox uses to ensure that conversations are routed to the right users. Here's how it works:
Emails Initiated by Users: When you start an email from within Inbox, the conversation will automatically be assigned to you (the sender) and will show up in your "Assigned to me" Inbox.
Emails Sent Internally Between Users: If you send an email exclusively to another LeadSimple user's Direct Email Address, the conversation will be assigned to the recipient and will show up in their "Assigned to Me" Inbox.
Shared Email Addresses: If a shared email address (e.g., team or department emails like support@, leasing@ etc) is a recipient, auto-assignment won’t occur. This is to prevent any one user from automatically receiving shared email conversations, leaving it available for team members to manage as needed.
Ongoing Conversations: For ongoing conversations where multiple LeadSimple users respond to the thread, LeadSimple typically doesn’t reassign them to another user, so the user who started the communication will remain the conversation assignee. The only exception is when it’s a user-to-user conversation sent via Direct Email Addresses, as explained in #2 above.
Assigning Conversations to Team Members
Monitoring and Assigning:
When managing a shared inbox, assign the conversation to the intended team member (e.g., "Person B") using the assignment control.
Once assigned, mark the conversation as "Resolved," which removes it from your "Active" inbox but ensures it still appears in the recipient’s "Assigned to Me" filter.
Adding Context with Internal Notes:
Before marking a conversation as "Resolved," include an internal note summarizing actions taken or pending.
This internal note acts as a notification for the assigned team member to check their "Assigned to Me" or "Resolved" folders for updates.
Ensuring Follow-Up:
If the assigned team member does not take further action and a customer responds, the system automatically reopens the conversation in the assignee's inbox, signaling further required actions.
Reassigning Conversations to Yourself
Navigate to the specific conversation in LeadSimple.
Use the reassignment control at the top-right corner of the conversation (locating your team member's name).
Update the assignee to yourself. Once updated, the conversation will appear in your "Assigned to Me" inbox, allowing you to take ownership over the next steps.
Future Improvements
LeadSimple is actively working on enhancing Inbox email auto-assignment, and improvements are expected soon. Stay tuned for updates!
Here is the feature request for improved auto-assignment rules in Inbox, where you can add your vote and use case to.
If you have any questions or noticed the above rules weren't followed, feel free to reach out to our support team via support@leadsimple.com or the chat box on the bottom right-hand corner of your screen in LeadSimple.
Troubleshooting Assignments
Verify the "Assigned to Me" and "Resolved" filters are set correctly if a conversation doesn't appear as expected.
Use the activity log within each conversation to confirm changes in assignments and track user actions.