Every new conversation in your Engage Inbox will be set to ‘Unassigned’ and ‘Open' by default.
To assign a conversation to a team member, click on All Inbox or a specific Inbox that you may have saved. Go to the message that you want to assign to your team member.
Click on the ‘Unassigned' drop down option from the top left corner of your message window.
When you do so, you’ll see a list of your team members that you can assign the conversation to. Simply select the Team Member from the list and the conversation will be assigned to them.