# Assign, resolve and reopen conversations

Source: https://frosvo.com/docs/assign-and-resolve-conversations
Updated: 2026-10-22

Take a conversation, hand it to a teammate, let routing assign it for you, then resolve it when it is done. A visitor who writes again reopens it, and ratings show how it went.

A shared inbox works only if everyone knows who has what. Assigning and resolving keep that clear.

![An open conversation with the Resolve button at the top and the reply box with Shared replies and Action macros underneath](/docs-img/inbox-conversation.webp)

## Assign a conversation

1. Open the conversation in the **Inbox**.
2. Take it yourself, or choose a teammate to hand it to.
3. Press **A** to assign it to you, or take your name off.

The conversation then shows under that person's name, and the filters at the top of the inbox let each person see **yours**, **unassigned** or **all**. If you cannot finish it, release it so someone else can take it.

## Let rules assign

Routing sends conversations to the right people by website, page, language or anything you know about the visitor. **Round robin** shares new conversations fairly among whoever is online. Set it up under [automation](/docs/automation).

## Resolve

When the problem is solved, press **E** or choose **Resolve**. The conversation leaves the open list. You can ask for a rating when it ends, and the results appear in [reports](/docs/reports).

## Reopen

Press **E** again, or choose **Reopen**, to bring it back. If the visitor writes again by themselves, the conversation reopens automatically.

## Handing over from the assistant

When the assistant hands a conversation to your team, you see the reason and the conversation so far, so nobody asks the same questions twice. Take it and carry on.

## Good habits

- Resolve as you go, so the open list shows only live work.
- Leave a [private note](/docs/private-notes-and-mentions) before you hand over, explaining what is left.
- Use [tags and reminders](/docs/inbox) for follow-ups.
- Watch first-reply and resolution times in [reports](/docs/reports).

Read the [inbox guide](/docs/inbox) for everything else you can do in a conversation, and [keyboard shortcuts](/docs/keyboard-shortcuts-command-palette) to move faster.

## Common questions

**Who should resolve and who should assign?** Whoever finishes the work resolves it. Assign when someone else is better placed, and leave a private note saying why, so the next person does not start from nothing.

**What if I am away?** Release your conversations before you go offline, or set your status to Away so new work goes to people who are available.

## Common questions

### What happens when a visitor writes to a resolved conversation?

It reopens, and goes back to waiting for an answer.

### Can I undo resolving by mistake?

Yes. Reopen it from the conversation, or use E again, and it returns to the open list.

### Can rules assign for me?

Yes. Routing rules, including round robin among whoever is online, can assign new conversations automatically.

### Do I need to resolve spam?

No. Mark it as spam instead, which closes it and moves it to the Spam view.