Assignments and statuses

Every conversation has at most one assignee and one of three statuses. Members with the "View + send" scope or higher can change them; "View only" members see both as labels but can't change them.

Assigning in a conversation

The first field in an open conversation's action bar is Assignee. The list contains every member of the active organisation — your own name has "(Mine)" next to it. Your choice is saved immediately, without reloading the page; Unassigned removes the assignment.

You can only assign someone who belongs to this organisation. Every change is recorded in the Activity card in the right-hand column ("assigned to Anna", "took this conversation", "removed the assignment") and in the organisation's audit log.

Statuses

You change the status with the second field in the conversation bar (Status).

Automatic transitions

You don't have to switch everything by hand:

• A sent reply moves "To handle" to "Waiting". This counts replies sent from Faldro and from other mail programs, once they land in the synced mailbox's Sent folder.
• A new message from the customer in a "Waiting" conversation sets it back to "To handle".
• A new message from the customer in a "Closed" conversation reopens it ("reopened (new message from the customer)").
• A routing rule can set any status — see Routing rules.

In the activity history these changes are signed "System" and read "status changed automatically". Automation never removes or changes an assignment — a rule can only assign a conversation that has no owner yet.

Bulk actions

Select several conversations in the list — two fields appear in the bulk action bar:

• Assign… — "Assign to me", "Unassign" or a specific person;
• Status… — To handle / Waiting / Closed.

The change applies to all selected conversations at once (up to 500 per operation); afterwards you see "N conversations updated.".

Queues in the left sidebar

The Handling section holds ready-made views:

A view narrows the current folder (e.g. the Inbox), and the active filter appears as a chip above the list — the × on the chip or Clear handling filter removes it. The counters refresh along with the list.