Assignment & notes
Every conversation has an owner.
Assign, hand over, leave a note, @mention a colleague — everyone knows who is answering.
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Assign and hand over
Take a conversation, or give it to the person who knows the answer. Assignment is deliberate — a person decides, so ownership means something.
Internal notes
Write notes on a conversation that the customer never sees: context, history, "she called yesterday about the same order".
@mention a colleague
Pull the right person into a conversation with an @mention. They get notified; the customer just gets a better answer.
Honestly: Assignment in Bzzip is manual. We built automatic routing rules, watched them assign nothing useful, and removed them — a person choosing an owner works; a rule pretending to is theatre.
More of Bzzip
Who is answering? Always clear.
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