Link a contact and assign a conversation
Read customer context and make responsibility for each request clear.
Read the correct customer record
Open a conversation and its customer panel. It shows available contact details and, when matched, the CRM record, quotes and invoices. Check the email or phone before using a record: a displayed name alone does not prove identity.
Assign the thread to someone
Open the assignment selector in the thread and choose the responsible person.
Add an Internal note explaining what remains to do without sending it to the customer.
Before leaving, check the assigned name and who controls the thread. Finish it only when the request has been handled.
Assignment does not create access
Access is managed in Team & access. Assigning a conversation creates neither an account nor an extra plan seat. If someone is missing, ask the administrator to check their invitation, status and permissions. Advanced inbox team features depend on the plan, starting with Professionnel.