Assign a conversation to a teammate

An assignment shows who holds a conversation. You change it with the assignee button in the thread header. Every member can assign a conversation.

Assign a conversation

1. Open the conversation in the Inbox.
2. Select the assignee button in the thread header. It shows the current assignee, or Unassigned.
3. Select a teammate. Select You to take it yourself.

To remove the assignee, select Unassigned.

Automatic assignment when you reply

When you send a reply on a conversation that nobody holds, Line assigns it to you. A conversation that a teammate holds keeps that teammate.

Choose one owner or shared ownership

An Owner or Admin chooses how assignment works for the whole workspace:

1. Go to Settings, then General.
2. In Conversation ownership, select one option:

With Shared, the assignee button shows the owner and the number of other people, for example "Sam +2". Select a person in the list to add or remove them. The actions menu (three dots) also has Add a teammate.

Hand off to a teammate

You can ask a teammate to take a conversation through team chat:

1. Select the actions menu (three dots) in the thread header.
2. Select Hand off to a teammate, then select the person.

Line sends the conversation to that person in a direct message. When they select Take it, Line assigns the conversation to them. If they select Not now, the assignment does not change.

To ask for help without a hand-off, select Ask a teammate. See Chat with your team.

Common problems

A Web Chat conversation shows "Line" as the assignee. Your agent handles the chat. Select Take over above the composer to answer it yourself.

The hand-off options are not in the actions menu. Ask a teammate and Hand off to a teammate need team chat. If your workspace has no team chat, assign the conversation with the assignee button.