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Your unified inbox brings every call, SMS, email, and web-form lead into one shared conversation view. As volume grows, the difference between a fast, reliable team and a chaotic one comes down to organization: making sure every conversation has a clear owner, gets a timely reply, and never quietly slips through the cracks. This page covers how to assign, mark, and prioritize conversations so your team always knows what to work on next.

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Assign conversations to the right teammate

Assignment gives each conversation a single owner who is responsible for the next reply. This prevents two people from answering the same customer and makes it obvious when something is waiting on you.
1

Open the conversation

Select any thread in your unified inbox to open the full conversation view.
2

Choose an assignee

Use the assignment control to pick a teammate. The conversation now belongs to them and shows up in their personal view of the inbox.
3

Reassign when needed

If a request needs a different skill set or the owner is out, reassign it to the right person. The full history stays attached, so the new owner has all the context.
Filter the inbox to “assigned to me” so each teammate sees only their own queue. This is the simplest way to turn a busy shared inbox into a clear personal to-do list.

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Mark read, unread, and resolved

Status labels keep the inbox honest about what still needs attention.
  • Unread flags new activity. A conversation that comes back as unread is your signal that the customer replied and is waiting.
  • Read clears that signal once you’ve seen the message, even if you aren’t replying yet.
  • Resolved closes the loop. When a request is fully handled, mark it resolved to move it out of the active queue. If the customer writes back later, the conversation reopens automatically so nothing is lost.
Marking a conversation resolved doesn’t delete anything. The history is preserved on the contact record, and a new inbound message brings the thread back into your active list.

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Prioritize so nothing slips

Not every conversation is equal. A new lead asking for a quote usually matters more than a routine confirmation. Use these habits to keep priorities visible:
  • Work unread and newly assigned conversations first, oldest waiting customer at the top.
  • Reassign anything you can’t action quickly instead of letting it sit.
  • Resolve threads the moment they’re done so your remaining list reflects real, open work.
Your AI receptionist and AI Employee can answer and even book jobs around the clock, but a human should review anything flagged for follow-up. Treat the inbox as the source of truth for what your team owes customers right now.
Leaving conversations unassigned is the most common way leads go cold. If no one owns a thread, no one is accountable for replying. Make “every open conversation has an owner” a team rule.

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Team workflow tips

Assign by role or by channel. For example, one person owns inbound SMS and web-form leads, another owns billing and payment questions. Use the “assigned to me” filter so everyone has a clean personal queue.
Reassign their open conversations to a teammate at the start of the day. Because the full history travels with the thread, the new owner can pick up mid-conversation without asking the customer to repeat themselves.
Mark read when you’ve seen a message but the work isn’t finished. Mark resolved only when the customer’s request is fully handled. A reliable resolved status keeps your active queue trustworthy.
Need help setting up team roles or have a question about your inbox? Revenue Sol is built by Infinite Rankers LLC. Reach the team at contact@infiniterankers.io.

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Next steps

Inbox overview

See how calls, texts, email, and web leads come together in one view.

AI receptionist

Let AI answer and book jobs 24/7 before a conversation ever reaches your queue.

Leads & pipelines

Turn organized conversations into tracked leads moving through your pipeline.