> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Assignments, groups & team routing

> Clear ownership beats fastest typer. Vendschat lets you assign threads to teammates, groups (queues), or AI Agents — all from Chat.

Clear ownership beats fastest typer. Vendschat lets you assign threads to **teammates**, **groups** (queues), or **AI Agents** — all from **Chat**.

**Hub doc:** [Chat & inbox overview](/inbox/chat-inbox-overview)

***

## Quick reference

| Topic            | Where                                                      |
| ---------------- | ---------------------------------------------------------- |
| Assign thread    | **Chat** → open thread → recipient panel → **Assigned to** |
| Mobile assign    | Conversation header → assignee dropdown                    |
| Create groups    | **Settings → Workspace → Groups**                          |
| Invite teammates | **Settings → Workspace → Team Members**                    |
| Assignee types   | **User**, **Group** (team), **AI Agent**, **Unassigned**   |

***

## Example: CloudHost Support

CloudHost has 12 agents and two tiers. Manager **Priya** designs routing:

| Assignment type | Used for                                            |
| --------------- | --------------------------------------------------- |
| **Teammate**    | Named owner — *“Jamal owns this enterprise ticket”* |
| **Group**       | Queue — *“Tier 1”* pulls from pool                  |
| **AI Agent**    | After-hours FAQ bot                                 |

***

## Assign from Chat

### Desktop — recipient panel

1. Open **Chat** → select thread
2. **Recipient panel** (right) → **Assigned to**
3. Open dropdown → search if many options
4. Pick:
   * **Teammate** (user)
   * **Group** (internal team queue)
   * **AI Agent**
5. Saves immediately — header shows new assignee

### Mobile — conversation header

Same **Assigned to** control in the compact header without opening full panel.

### Unassign

Select **Unassigned** in dropdown → thread returns to shared pool.

***

## Assignee types explained

| Type           | When to use                           | Customer sees                 |
| -------------- | ------------------------------------- | ----------------------------- |
| **User**       | One person accountable                | Your team member’s replies    |
| **Group**      | Shared queue — any member can pick up | Replies from whoever responds |
| **AI Agent**   | Automated first line / after hours    | Bot messages until handoff    |
| **Unassigned** | Triage pool                           | Whoever grabs it first        |

Assignment options load from workspace **users**, **groups**, and **AI Agents** configured in Settings.

***

## Groups (internal teams)

**Path:** **Settings → Workspace → Groups** (`/settings/workspace/groups`)

Create teams with members:

| Example group         | Purpose                  |
| --------------------- | ------------------------ |
| `Tier 1 Support`      | First-line queue         |
| `Billing Specialists` | Invoice disputes         |
| `Weekend On-call`     | Saturday–Sunday coverage |

Groups are for **internal routing** — customers never see group names.

### Weekend on-call example

Saturday 9 AM: only **Weekend On-call** is staffed. New WhatsApp threads assigned to that **group** (manually or via AI Agent action). Monday: manager reassigns leftovers to weekday tiers.

***

## Team members & roles

**Path:** **Settings → Workspace → Team Members** (`/settings/workspace/team-members`)

| Role                   | Typical user     | Chat access                    |
| ---------------------- | ---------------- | ------------------------------ |
| **Owner**              | Founder          | Full Chat + billing + channels |
| **Admin**              | Ops lead         | Chat + most Settings           |
| **Member (Chat-only)** | Frontline agents | **Chat** only                  |
| **Member (Custom)**    | Specialist       | Selected pages only            |

### Invite flow

1. **Team Members** → **Invite**
2. Email + role (+ custom page access if applicable)
3. Teammate accepts link → lands in **Chat**
4. Owner audits access monthly — remove ex-contractors promptly

See [Getting started — invites](/getting-started/getting-started-faq#invited-teammates).

***

## Label-scoped access

Restrict a freelancer to threads labeled `Client-X`:

* Configure on membership (accessible labels)
* They only see matching threads in **Chat** list
* Useful for agencies and regulated verticals

Works alongside normal label filtering — not a replacement for workspace separation on **Advanced** multi-workspace setups.

***

## Page access (custom members)

Grant only what’s needed via **page access**:

| Persona         | Typical pages                                 |
| --------------- | --------------------------------------------- |
| Intern          | **Chat** + **Onboarding**                     |
| Template editor | **Chat** + **Templates**                      |
| Marketing       | **Broadcast** + **Analytics** + **Templates** |
| Chat-only agent | **Chat** only — no Settings                   |

Members without Settings cannot connect channels — ask an **Admin** or **Owner**.

***

## Default AI Agent (workspace)

Some workspaces set a **default AI Agent** for new threads (workspace setting).

*Example: **NovaFit Gym** sets “Front Desk Bot” as default. New member DMs get instant class schedule answers; trainer takes over when someone asks for injury advice.*

Configure via workspace settings / admin — assign overrides per thread in **Chat**.

***

## Handoff patterns that work

### 1. AI → Human

Bot escalates on keywords; human assigns **self** and replies.

| Step | Action                                 |
| ---- | -------------------------------------- |
| 1    | AI Agent assigned overnight            |
| 2    | Customer writes “speak to manager”     |
| 3    | Agent escalates (or human monitors)    |
| 4    | Reassign to **Priya** → personal reply |

### 2. Human → Group

Agent stuck → assign **Billing** group + label `Invoice dispute`.

### 3. Group → Human

On-call member **claims** thread by assigning to **self**.

### 4. Shift change

Outgoing agent adds **internal note** in contact record, reassigns to incoming shift lead.

***

## Assigned messages filter

Thread list header shows an **inbox** button with badge — threads **assigned to you** for personal queue triage.

Combine with **Unread** filter for morning standup: *“What’s mine and unread?”*

***

## AI Agents vs assignment

|                    | **Assignment to AI Agent**              | **Generate Reply**            |
| ------------------ | --------------------------------------- | ----------------------------- |
| Sends to customer? | **Yes**, automatically when rules allow | **No** — human sends          |
| Where configured   | **AI Agents** settings                  | **Settings → Generate Reply** |
| Handoff            | Reassign to human in **Chat**           | N/A                           |

***

## Troubleshooting

| Problem                     | Fix                                          |
| --------------------------- | -------------------------------------------- |
| Can’t assign                | Check role — need Chat + thread access       |
| Group missing in dropdown   | Create in **Settings → Groups**; add members |
| AI Agent missing            | Create in **AI Agents**; ensure active       |
| Assignee doesn’t see thread | Label-scoped access or wrong workspace       |
| Assignment didn’t save      | Retry; refresh recipient panel               |

***

## Related docs

* [Chat & inbox overview](/inbox/chat-inbox-overview)
* [Shared inbox & labels](/inbox/shared-inbox-and-labels)
* [AI Agents overview](/ai-agents/ai-agents-overview)
* [Inbox FAQ](/inbox/inbox-faq)