Mine (My Conversations)
The Mine view displays conversations that are assigned specifically to you.
This view represents your personal workload and is where agents focus on handling customer conversations.
The Mine view helps you:
- Focus only on conversations you own
- Manage your daily workload efficiently
- Respond to customers without distraction
- Track conversations you are responsible for closing
Mine View Overview
In the Mine view:
- All conversations are assigned to you
- You are the primary owner of each conversation
- These conversations also appear in Assigned, but Mine is your personal view
How Conversations Appear in Mine
A conversation appears in Mine when:
- You click Assign to Me
- A conversation is assigned to you by an admin or manager
- A team conversation is explicitly assigned to you
Mine vs Assigned
| View | Meaning |
|---|---|
| Mine | Conversations assigned specifically to you |
| Assigned | Conversations assigned to any team or staff |
ℹ️ All conversations in Mine are also part of Assigned, but not all Assigned conversations appear in Mine.
Working with Conversations in Mine
From the Mine view, you can:
- Open and read customer messages
- Send replies and use quick actions
- Update conversation lifecycle (Resolved / Closed)
- Create tickets if required
- Reassign conversations (if permitted)
Reassigning from Mine
If needed, you can reassign a conversation from Mine:
- Open the conversation
- Click the assigned user name at the top-right
- Select another team or team member
- The conversation moves out of your Mine view
Reassignment is useful when:
- You are unavailable
- The issue needs escalation
- Another agent is better suited to handle it
Role-Based Behavior
Agent
- Primarily works from the Mine view
- Handles customer communication
- Closes or resolves conversations
Manager / Business Admin
- May also see Mine conversations
- Can reassign or monitor conversations
Best Practices
- Regularly review your Mine view
- Respond promptly to assigned conversations
- Close conversations once resolved
- Reassign conversations when you cannot continue handling them
What’s Next?
Continue to Closed Conversations to learn how resolved chats are stored, reviewed, and reopened if needed.