> ## Documentation Index
> Fetch the complete documentation index at: https://docs.digifist.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Assignment & Routing

> How conversations are assigned to agents in the Galantis Inbox — manual assignment, auto-assignment, and the My Tickets view.

The Galantis Inbox supports manual and automatic conversation assignment. Assigning conversations to specific agents keeps accountability clear, prevents multiple agents from working the same thread simultaneously, and makes it easy for each team member to focus on their own queue through the My Tickets view.

## What this covers

* Manual assignment by admins or agents
* Auto-assignment on first reply
* The My Tickets view
* Current routing limitations

## Manual assignment

Any conversation can be manually assigned to a specific team member by an agent or admin using the assignment control in the conversation view. The assigned agent is updated immediately.

Use manual assignment when:

* A conversation requires a specific agent's expertise (e.g., a product specialist or senior support agent)
* An admin is triaging incoming conversations and distributing them across the team
* A conversation needs to be reassigned from one agent to another

## Auto-assignment

When an agent sends the first reply in a conversation that has no assigned agent, they are automatically assigned to that conversation. This ensures conversations do not remain unowned after an agent begins working on them, without requiring an explicit assignment step.

Auto-assignment applies only to the **first reply** in an unassigned conversation. If a conversation already has an assigned agent, sending a reply does not change the assignment.

## My Tickets view

Agents can filter the Inbox to display only conversations assigned to them using the **My Tickets** view. This is the primary working view for most support agents — it removes unassigned or other-agent conversations from the queue and keeps focus on the agent's own workload.

Admins and roles with broader access can switch between **My Tickets** and an all-conversations view to monitor overall inbox volume or pick up unassigned threads.

## Routing limitations

<Note>
  Round-robin routing — automatically distributing new conversations evenly across available agents — is not currently supported natively in Galantis. Conversation distribution is managed through manual assignment or auto-assignment on first reply.
</Note>

For teams with high inbound volume, the recommended workflow is:

1. A designated team lead or admin monitors unassigned conversations
2. The lead manually assigns conversations to available agents based on capacity
3. Agents work their assigned queue through the My Tickets view

## Related guides

* [Roles & Permissions](./roles-permissions) — Which roles can assign and reassign conversations
* [Conversation Lifecycle](./conversation-lifecycle) — How conversation statuses interact with assignment
* [Inbox Analytics](./inbox-analytics) — Tracking assignment and response performance per agent