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# What happens when a conversation moves to the “Assigned” state in MyOperator?

|| Info
⚡ Quick answer: When a chat moves into the Assigned state, it is auto-assigned to the agent who intervenes in that chat. Only the assigned agent can reply; everyone else has read-only access unless a Manager/Admin/Owner reassigns the conversation.

## When should I use this guide?

Use this guide when you need to understand how ownership, visibility, and reassignment work once a conversation leaves the Open/Unassigned queues and becomes assigned to a specific agent.

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## 1. Prerequisites

You’ll typically need:

* A role of Agent, Manager, Admin, or Owner with access to the Inbox module
* A conversation currently in the Open or Unassigned state

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## 2. How a conversation becomes assigned

A conversation can move to Assigned in the following ways:

| Trigger | Who initiates it | Resulting action |
| ---- |
| Agent replies in Open state | Any agent | System auto-assigns the chat to that agent |
| Manual assignment via Transfer | Manager / Admin | Ownership switches to the transferred agent |

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## 3. What changes in the UI and permissions

Once a conversation is in the Assigned state:

* The agent's name appears below the customer's name.
* Only the assigned agent can send replies to the customer.
* Other agents and team members have read-only access (they can view but not reply).
* Managers/Admins/Owners see controls (e.g., Transfer) to change the owner if needed.

![This is how it reflects when it is moved to assigned state](https://content.api.getguru.com/files/view/72effbd0-6e29-4ec8-bf95-1d526a8819e0)

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## 4. When a conversation is not in the Assigned state

Different states allow different reply permissions:

| State | Who can reply | Typical next step |
| ---- |
| Open | Any agent | Auto-assigned after the first reply |
| Unassigned | No one | Manually assign → Transfer |
| Closed | No one if the 24-hour window is closed | Reopen → Open (If reopened within 48 hours, it is auto-assigned to the agent who closed that chat. If reopened after 48 hours, it moves to Open and auto-assigns to the first agent who intervenes.) |

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## 6. Where to view assignment history

You can track ownership and changes from several places:

* Inbox › Assigned tab – shows all currently owned active chats
* Chat header – shows the current assigned agent
* Conversation log/activity timeline – shows a full audit trail of assignment changes and reassignments

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## 7. Troubleshooting

| Problem | Fix |
| ---- |
| Another agent can’t reply to a chat | Manager/Admin should reassign the chat or ask the current owner to respond. |
| Chat didn’t auto-assign after a reply | Confirm that the user sent a customer reply, not an internal note; internal notes do not trigger auto-assignment. |