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.

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

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

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

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.)

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

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.

Updated on: 09/01/2026