Conversation Assignment Logic

Hello. In this video, I'll tell you about conversation assignment logic. It's an inbox wide setting, so please set it up for every inbox you want. To get to the setting, go to the setting of the account inboxes and choose the inbox to set up. Under the settings for the particular inbox, scroll down and find the conversation assignment window. It has three options manual, Round Robin and CRM. The default state is manual and assigned. Here You can also choose any member of the inbox to be the default assignee for a new conversation. Round Robin is a sequential order assignment of new conversations. Great thing about Round Robin is that you can manage members and include or exclude any member of the inbox to be part of the Round Robin. For example, we can only have two of our members be part of the Round Robin. CRM assignment is a bit more complex than the last two. It uses the HubSpot user property "contact owner" to try to assign conversation to the contact owner of this contact from HubSpot. If the assignment logic cannot do that, it will reverse their fallback options, which can be either unassigned a member of the inbox, or Round Robin. If you choose Round Robin as fallback, you can also manage members as I've just shown you. Please don't forget to click save after you're finished setting up the inbox. Thank you.