On accounts with multiple users and a shared inbox, the Assigned Users feature allows you to assign conversations to other users or view assigned conversations. When a user is assigned to a conversation, they can view both past and current messages in that conversation.
Add or remove assigned users in a conversation
Open the conversation, then select the Assigned Users icon to view a list of all the users on the shared account.
To assign a user to the conversation, toggle on the switch next to their name.
To unassign a user from the conversation, toggle off the switch next to their name.
View assigned conversations
You can view conversations that are assigned to you by selecting the Assigned to You folder on the Filter menu. Additionally, you can view conversations assigned to other users in your organization by using the Assigned to Others folder.