Why assignment matters
Assignment decides who owns each conversation. Good routing means nothing slips through the cracks and no single agent gets overloaded. Set it up once in Support, then Settings, then the ticket assignment section, and Redo applies it to incoming conversations.
Choose an assignment method
Manual: conversations are not auto-assigned. Your team picks up work themselves.
Round-robin: assigned to teammates one after another, in order.
Balanced: each new conversation goes to the teammate with the fewest active conversations.
For Round-robin or Balanced you can also set Max tickets per user (default 10) and Specify users in the rotation.
Assignment toggles
Automatically assign on response: if a conversation has no assignee and someone replies, it is assigned to them. On by default.
Reassign from AI on response: if the AI Agent owns it and a human replies, ownership moves to that teammate. On by default.
Reassign from merchant user on response: ownership moves to the most recent teammate who replies. Off by default.
Keep assignee when reopened: keep the original assignee if a closed conversation is reopened. Off by default.
Tips
Use Balanced if your team size varies day to day; it spreads load automatically.
Leave Automatically assign on response on so replies always have a clear owner.
The two reassign toggles depend on auto-assign being on.