Mass Assignment of Multiple Conversations to Agents

Description:

Conversations can currently only be assigned one at a time, and assignment requires opening each individual conversation. There is no way to select multiple conversations from the inbox and assign them to an agent in bulk. For teams distributing a large volume of conversations, this is slow and repetitive.

For example, when a shift starts and a manager wants to divide the day's open conversations among the team, they have to open each conversation individually and assign it, rather than selecting a group and assigning them all at once.

Requested Enhancement:

• Allow selecting multiple conversations from the inbox and assigning them to one or more agents in a single action.
• Make assignment possible from the inbox list view, without opening each conversation.

Benefit:

Bulk assignment would let managers distribute workload across the team quickly, especially at the start of a shift or during high volume. This also serves as a practical interim step while full round-robin assignment is evaluated.