This article shows you how your team works together on one conversation without the customer seeing the internal discussion.
Assignment tells everyone who owns the conversation. You can assign to a single agent, to a team, or both.
Shortcuts:
When an AI agent hands a conversation to a human, HueChat assigns it automatically according to the rule set on the agent (for example, least busy agent or round-robin). Automation rules can also assign conversations for you.
Screenshot: the contact panel with the Assigned Agent and Assigned Team fields
Private notes are internal. They appear in the conversation history with a note marker, and they are never sent to the customer.
Use private notes to record context (what the customer asked on the phone, what you checked, what the next step is). They are also the right place to discuss a conversation before replying.
The contact panel also has Contact Notes. These belong to the contact, not to one conversation, so they are useful for long-term facts such as "prefers Arabic" or "VIP account".
A mention notifies a colleague and points them at the exact conversation.
@ and start typing a name.Good to know:
Screenshot: a private note with an @-mention and the mention menu open
The Participants section in the contact panel lists everyone following the conversation. Use Join conversation to follow a conversation you are not assigned to.