Assignments and Statuses
Assign conversations to teammates and use Open, Pending, and Resolved statuses to manage workspace follow-up.
How Conversation Workflow Works
Assignments answer who owns the next action. Statuses answer what stage the conversation is in. Using both keeps the inbox and operations dashboard useful for the entire team.
Assignment
Connects a conversation to one active member in the current workspace.
Status
Marks the conversation as Open, Pending, or Resolved.
Assign a Conversation
Owners and administrators can assign or unassign workspace conversations.
Open a Conversation
Choose a conversation from the inbox. Open the details panel if it is not already visible.
Open the Assignee Picker
Select the current assignee or Unassigned. Search the active workspace member directory when the list is long.
Choose a Member
Select an active member to assign the conversation, or choose the unassigned option to return it to the shared queue. A member from another workspace cannot be selected.
Responders and reviewers can see a conversation after it is assigned to them. Assignment notifications are not currently sent, so teams should use an agreed handoff process.
Use Conversation Statuses
| Status | Use it when |
|---|---|
| Open | The conversation needs attention or an active response |
| Pending | The team is waiting for the visitor, another person, or additional context |
| Resolved | No further action is currently required |
Owners and administrators can update the status of any conversation they can open. Responders and reviewers can update only conversations assigned to them.
When a conversation is resolved, OpenSpeechAI records the resolution time and the member who resolved it. Moving it back to Open or Pending clears the current resolution record.
Use Resolved consistently
Resolution time and resolution-rate reporting depend on status changes. Mark a conversation Resolved when the customer workflow is actually complete, not simply when a message has been read.
Assign From the Operations Dashboard
Owners and administrators can assign priority conversations without leaving the dashboard.
- Open Dashboard.
- Find the conversation in Priority inbox.
- Open its assignment control.
- Select an active workspace member.
Select the conversation title when you need the transcript or customer context before assigning it. The Priority inbox on the Operations Dashboard uses the same assignment control.
A Practical Workflow
Triage
Review unassigned and unread conversations in the Priority inbox. Assign each conversation to the person responsible for the next action.
Work
Keep active requests Open. Move requests to Pending when progress depends on a customer or an external follow-up.
Resolve
Set the conversation to Resolved when no further action remains. The dashboard uses this event in resolution reporting.
Permission Summary
| Action | Owner | Administrator | Assigned seat member |
|---|---|---|---|
| Assign or unassign | Yes | Yes | No |
| Update any conversation status | Yes | Yes | No |
| Update own assigned status | Yes | Yes | Yes |
| View all workspace conversations | Yes | Yes | No |
| View own assigned conversations | Yes | Yes | Yes |
Last updated: August 7, 2026