Conversation Assignment

Assign conversations to team members for organized follow-up and accountability

3 min read Beginner
Manager Admin
Conversation Assignment in Boom PMS
Conversation Assignment in Boom PMS

Overview

When working with a team, conversation assignment ensures every guest message gets a response from the right person. Assign conversations to specific team members, track who's responsible for what, and ensure nothing falls through the cracks.

Assigning a Conversation

  1. Select the Conversation

    Open the conversation you want to assign

  2. Click Assign

    Find the assign button in the conversation header

  3. Select Team Member

    Choose from available team members

  4. Add Note (Optional)

    Include context for the assignee

  5. Confirm

    Assignment is logged and notification sent

Self-Assignment
Click "Assign to Me" to quickly take ownership of a conversation. This is useful when you want to handle a specific guest personally.

Assignment Status

Status Meaning
Unassigned No owner - available for anyone to handle
Assigned Has an owner responsible for response
Reassigned Moved from one person to another

Viewing Your Assignments

My Conversations

Filter the inbox to see only your assigned conversations:

  • Click "Assigned to Me" filter
  • See count of your open assignments
  • Track your response times

Team Assignments

Managers can view all team assignments:

  • Filter by team member
  • See assignment distribution
  • Identify unassigned conversations
  • Reassign when needed

Automatic Assignment

Set up rules for automatic conversation assignment:

Assignment Rules

Rule Type Example
By Property Beach properties → Sarah
By Channel Airbnb messages → Mike
By Time After hours → Night team
Round Robin Distribute evenly among team

Creating Auto-Assignment Rules

  1. Go to Settings > Messaging > Assignment Rules
  2. Click Create Rule
  3. Set Conditions

    Property, channel, time, etc.

  4. Select Assignee

    Team member or group

  5. Save and Activate

Reassigning Conversations

Transfer a conversation to another team member:

  1. Open Assigned Conversation
  2. Click Reassign
  3. Select New Assignee
  4. Add Handoff Note

    Explain context and next steps

  5. Confirm Transfer
Handoff Notes
Always include context when reassigning. Note what the guest needs, what's been discussed, and any pending issues.

Assignment Notifications

Team members receive notifications when:

  • New Assignment - Conversation assigned to them
  • Reassignment - Conversation transferred to them
  • Mention - Someone mentions them in a note
  • New Message - Guest replies on assigned conversation

Notification Channels

  • In-app notifications
  • Email alerts
  • Push notifications (mobile)
  • Team chat integrations (Slack, etc.)

Best Practices

  • Respond promptly - Check your assignments regularly
  • Clear ownership - Don't leave conversations unassigned
  • Communicate handoffs - Always add notes when reassigning
  • Close when done - Mark resolved conversations as closed
  • Balance workload - Distribute assignments fairly
  • Use auto-assignment - Set up rules to save time