Assign ownership
Assign a conversation to yourself when you begin working on it, or choose another teammate when their expertise is a better match. Everyone can see the current owner.
Close when the customer has an answer
Closing removes the conversation from the active queue but preserves the full history. If the customer writes again, the conversation becomes active automatically.
Note: Delete is different from close: deleting a message removes content for both agents and the visitor and cannot be undone.