Who you are talking to, and who answers: the person panel and auto-assign

The person panel

In a conversation, click the person icon at the top (About and their name). The panel shows:

• Whether you can message them now, and until when.
• Contact: their email and phone, if they gave them. You can type them in or fix them, then Save.
• Whether they follow you, on Instagram.
• Other platforms they are also on, when Meta confirms it is the same person.
• Tags and Fields, the same as in People.
• Campaigns they are in, with Stop for one that is running.
• The comment that started it, when a comment led to the chat.
• What happened: their comments, messages and campaign steps, newest first.

See What a person is for tags and fields.

Assign a conversation

Click the Assign icon at the top of the conversation and pick Assign to me or a teammate, or press M to take it yourself. The teammate's picture shows in the list. Use Filter, Assigned to to see one person's conversations.

Auto-assign

If you manage your brand's setup, you can share new conversations out automatically:

1. Click the title at the top of the Messages list (Open).
2. Tick Auto-assign: "Each new conversation goes to the next teammate, in turn."

It only picks teammates who can work in Messages and can see that account. Conversations that already have someone are left alone. Untick it to stop.