In SleekFlow, you can manage your conversations by assigning them to specific contact owners, teams, or collaborators. Below, we’ll define these roles and explain how they affect access and permissions within the platform:

• Contact owner: The user responsible for a contact, with full access to the contact and all related conversations.
• Assigned team: The team to which a contact is assigned. If there is no contact owner, the contact and its conversations are accessible to all team admins and members.
• Collaborator: A user who can support the contact owner in managing conversations. Collaborators have visibility and can engage in the conversation.

Access control based on roles

Your role in SleekFlow determines the level of access you have to conversations:

• Staff: Can access conversations assigned to them, their team (if no contact owner is assigned), or those where they are a collaborator.
• Team admin: Can access all conversations assigned to their team and those where their team members are collaborators.
• Admin: Has full access to all conversations.

In the section below, we will walk you through different methods to assign conversations based on your needs.

Assign as contact owner

Each conversation can be assigned a single contact owner, who is responsible for managing the contact and all related conversations. Contact owners have full visibility and control over their assigned contacts and conversations. You can view the contact owner’s name under the contact details.

Assign to an individual as contact owner

Click the “Assigned to” button under the contact name in a conversation to open the “conversation assignment panel”. A drop-down menu will appear, allowing you to assign conversations to specific users in the following ways:

• Assign to yourself
• Assign to a specific user via team
• Assign to a specific user
• Assign to team inbox
• Auto assign by queue via team inbox
   

Assign to yourself

You can follow the steps below to assign a conversation to yourself:

1. Open the Assignment panel and select “Assign to me.”
2. If you belong to multiple teams, choose a team for the assignment:
   1. If you select a team, the conversation will be visible in both your inbox and the team’s inbox, and accessible to your team admins.
   2. If you select “None,” the conversation will be assigned only to you and will appear only in your inbox.
      
      

Assign to a specific user via team

To assign a contact to a user within a specific team, follow the steps below:

1. Open the Assignment panel and select “Assign via team.”
2. Choose the team that the user belongs to.
3. In the menu that appears on the right, select the user you want to assign as the contact owner.
   

Assign to specific user

To assign a contact to a specific user within the company, follow the steps below:

1. Open the Assignment panel and select “Assign to a user.”
2. A list of users will appear on the right. Choose the user you want to assign as the contact owner.
3. If the selected user is part of multiple teams, you must specify which team to assign:
   1. You can only select one team. After the assignment, the conversation will appear in the selected team’s inbox. The conversation will be visible to the team admin of that team.
   2. If you select “None,” the contact will be assigned solely to the user, making it visible only in their inbox.
      

Assign via team

In addition to assigning the conversation to a specific user, you can choose to assign it via a team. The section below outlines two methods for assigning a conversation to a team inbox: assigning it to a team and automatically assigning conversations by queue.

Assign to team inbox

You can assign a conversation to an entire team’s inbox without directly assigning them to a specific team member. This conversation will appear within the team inbox of the selected team, where all team members will be able to view the conversation and contact details until it is assigned to a specific team member. 
 

To assign a contact to a team inbox, follow the steps outlined below:

1. Select “Assign via team” in the assignment panel
2. Select the team that you would like to assign the contact to
3. On the menu that appears on the right, select the “Assign to team inbox” option 
   
   

Please note that the system will automatically assign the first team member who messages this contact in the team inbox as the contact owner.
 

Auto assign by queue

Alternatively, you can assign a conversation to a team and automatically assign it to a user. The user assigned to the conversation will become the contact owner. Assign by queue means that conversations are assigned to users one by one in a rotational order, ensuring an even distribution of conversations among team members.
To assign a conversation to a team by queue, you can follow the steps below:

1. Select “Assign via team” in the assignment panel
2. Select the team that you would like to assign the contact to
3. On the menu that appears on the right, select the “Auto assign by queue” option. The system will assign the conversation to an individual in a queue order. 

Unassign

To remove the current assigned owner from a conversation, select the Unassign conversation option in the assignment panel. Once unassigned, the conversation will then appear in the Company Inbox under “All” section, and it will be visible to all teams and team members in the workspace.
 

Assign as collaborator

In addition to assigning a conversation to a contact owner, you can also add collaborators. Collaborators are team members who can assist in managing conversations associated with the contact. Like contact owners, collaborators will be notified and can reply to new messages. There is no limit to the number of collaborators you can assign to a conversation. Your team admin will be able to see all conversations where you are added as a collaborator.

Adding collaborators

To assign collaborators to a conversation, follow the steps outlined below:

1. Click the icon on the top right corner of a conversation in the Inbox.
   
2. A list of all users will appear, categorized by teams.
   
3. Select the users you wish to add as collaborators to the conversation, then click “Add collaborators”.
   
4. The avatars of users who have been added as collaborators will appear at the top of the list, under “Collaborators”.
   
5. Additionally, these users’ avatars will also be displayed in the top right corner of the conversation with the contact.

Removing collaborators

To remove a collaborator from a conversation, follow the steps outlined below:

1. Click the icon on the top right corner of a conversation in the Inbox.
   
    
2. In the dropdown that appears, you will see the list of collaborators assigned to the contact under Collaborators.
   
    
3. Click the red circle on the top right corner of the collaborator’s avatar to remove them from the conversation.