Delegating Messages to Team Members
Quickly delegate conversations to the right teammate to streamline workflows and prevent bottlenecks.
Click the Assign icon at the top-right of any conversation.
Select the team member responsible for handling the message.
📌 Note: Clear ownership speeds up response times and keeps your inbox organized.
Avoiding Inbox Collision with "Assign to Me"
When multiple teammates are active, claiming conversations prevents duplicated work.
Use the "Assign to Me" button to instantly claim a batch of messages.
Apply relevant filters first (e.g., by social profile, topic, or priority) to ensure you only pull the right conversations.
💡 Tip: Set filters based on ownership (like brand accounts or message type) before claiming to maximize efficiency.
Finding Comments Assigned to You
Always know where to focus your attention.
Navigate to To Review > Assigned to Me to view all conversations that have been delegated to you.
Using Internal Notes for Seamless Collaboration
Internal notes keep your team aligned without cluttering the public conversation.
Use Internal Notes to:
Share context or background on customer interactions.
Record follow-ups, next steps, or escalation details.
Collaborate on complex responses with cross-functional input.
🚨 Internal Notes are visible only to your team — not to customers.
Adding internal notes is fast and intuitive:
Click "Reply" on any conversation to open the Reply modal.
Open the Activity widget on the right-hand side.
Write your internal note in the provided section.
Tag teammates using
@usernameto notify them for review or action.
The tagged user will get a notification inside BrandBastion and an email, helping them jump directly into the conversation.