A shared inbox has one failure mode: two people reply to the same person, or everyone assumes someone else has. Assigning fixes it.
Assign someone
Open a conversation and use Add assignee in the panel on the right. Pick anyone with access to the brand. A conversation can carry more than one assignee when two people are genuinely working it.
Unassign removes them again.
Find what’s yours
The Assigned to me filter above the conversation list shows only conversations you’re on, across DMs, Mentions and Comments.
The Inbox: DMs, Mentions and Comments across the top, and the Open / Resolved / Assigned to me filters beneath.
That filter plus Open is the working view for most people: what’s unresolved and mine.
A workable routine
For a team sharing one inbox:
- Whoever picks up a conversation assigns themselves before replying.
- When it’s done, mark it Resolved so it leaves the Open list.
- Anything unassigned and Open is genuinely unclaimed.
The state is shared, so everyone sees the same thing. Assigning is what makes the Open list mean something.
Assignees aren’t permissions
An assignee is a marker, not a lock. Anyone with access to the brand can still open and reply to a conversation assigned to someone else — useful when someone’s away, and worth knowing so people don’t assume the assignment prevents collisions on its own.
Who can do what in the Inbox follows their role, not their assignments.