Assign Email Conversations in JustCall

Message customers3 min readUpdated 2026-03-14

Assign Email Conversations in JustCall

Route email conversations to the right agent so every customer gets a timely reply. Assign emails manually, set up auto-assignment rules, or use round-robin to balance workload across your team.

Available on: Premium and Custom plans

Manual assignment

Open an email conversation in your inbox
Click the Assignee dropdown at the top of the thread
Select an agent from the list
The conversation moves to that agent's assigned queue

The assigned agent receives a notification (if email assignment alerts are enabled). Other team members can still view the conversation in the shared inbox, but the assigned agent is responsible for the reply.

Reassign a conversation

If a conversation needs to move to a different agent:

Open the conversation
Click the current assignee's name
Select a new agent from the dropdown
The new agent is notified and the conversation appears in their queue

Reassignment history is logged in the conversation's activity timeline.

Auto-assignment rules

Set up rules to automatically assign incoming emails based on criteria:

Go to Settings > Email Inbox > Assignment Rules
Click Add Rule
Define conditions — for example:
- Emails from a specific domain go to Agent A
- Emails containing certain keywords in the subject go to Team B
- Emails to a specific connected address go to a designated agent
Set the action: assign to a specific agent or a team
Save the rule

Rules are evaluated in order. The first matching rule assigns the email. If no rules match, the email stays in the unassigned queue.

Round-robin distribution

Distribute incoming emails evenly across your team:

Go to Settings > Email Inbox > Assignment Rules
Enable Round-Robin Assignment
Select which agents participate in the rotation
Save

New emails are assigned to each agent in turn. If an agent is unavailable (status set to Away or DND), they are skipped until they return.

Unassigned queue

Emails that are not captured by auto-assignment rules appear in the Unassigned view. Any agent can claim an unassigned conversation by opening it and assigning it to themselves. Managers can monitor the unassigned queue to ensure nothing goes unanswered.