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kevinr
kevinr
Helper
August 27, 2024
Solved

Stop conversations unassigning on inbox move

  • August 27, 2024
  • 2 replies
  • 286 views

Hi All!

Is it possible to stop front unassigning a conversation when it is moved from one shared inbox to another? We use inboxes to track workflow so it is confusing those on the team when they move their conversation to the next step in the flow (the next inbox) and it unassigns itself from them.

Thanks in advance!

 

Best answer by cat_apac

Hi Kevin! Cat here from the Front support team.

I’m afraid this is default behaviour, however there is a workaround for this available which is to create a Macro for this kind of escalation. Here’s a very simplified example:

 

Essentially what happens here is that when this macro is selected by a teammate, the macro moves the conversation and then assigns (re-assigns, really) the conversation back to the previous assignee based on the Dynamic Variable I created.

If this sounds like it would work for your team, I’d recommend taking a look at some of the docs on Macros that we have: https://help.front.com/en/categories/325696-macros

Please let us know if you have any questions or concerns!

Cheers,
Cat

2 replies

cat_apac
cat_apacAnswer
Fronteer
August 29, 2024

Hi Kevin! Cat here from the Front support team.

I’m afraid this is default behaviour, however there is a workaround for this available which is to create a Macro for this kind of escalation. Here’s a very simplified example:

 

Essentially what happens here is that when this macro is selected by a teammate, the macro moves the conversation and then assigns (re-assigns, really) the conversation back to the previous assignee based on the Dynamic Variable I created.

If this sounds like it would work for your team, I’d recommend taking a look at some of the docs on Macros that we have: https://help.front.com/en/categories/325696-macros

Please let us know if you have any questions or concerns!

Cheers,
Cat

kevinr
kevinrAuthor
Helper
August 30, 2024

Hi Cat!

Thanks so much for replying and for the idea! We are still on a legacy plan without access to macros, will consider upgrading and test this out if we do so.

Thanks again!

Cheers,

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