> ## Documentation Index
>
> Fetch the complete documentation index at: https://chat.sh/help/llms.txt
> Use this file to discover all available pages before exploring further.

# Assign, resolve, and reopen

> Give a conversation to a teammate, close it when it is done, and open it again.

The controls are at the top of a conversation opened next to the list, and on the right of the full page.

![A conversation opened beside the list: assignee and Resolve at the top, the transcript, and the reply box with Reply and Note](https://apuqtiwclzoqhluvxsdm.supabase.co/storage/v1/object/public/help-center/f6500f88-5de9-4129-8896-8a10e08ffa09/6f/6fc221964f54aed50c9c57819e5ca2b7.png)

## Assign

Open the **Assignee** menu and pick a teammate, yourself, or **Unassigned**. Next to the list, it saves as soon as you pick. On the full page, select **Save**.

The transcript notes each change, like "Priya took this", "Priya assigned this to Sam", or "Priya unassigned this".

Assigning decides who gets emailed about new messages:

- **Assigned**: only the assignee.
- **Unassigned**: everyone on the team who has email alerts on.

See [Inbox notifications](https://chat.sh/help/articles/inbox-notifications).

When you reply to an unassigned conversation, it is assigned to you.

**Mine** under **Conversations** lists what is assigned to you and is open or waiting on the visitor.

## Resolve

Select **Resolve**, or **Send & resolve** when you reply.

- The status becomes **Resolved**.
- In the messenger, the visitor sees: "This conversation was marked resolved. Write here if you need anything else."
- Your team is not emailed about it again unless the visitor writes back.

### A conversation the AI still has

On a conversation under **With the AI**, **Resolve** marks it as looked at and leaves it with the AI. It moves to **Resolved** under **With the AI**.

- Nothing changes for the visitor: no message in the messenger, and no email.
- It is not assigned or handed to your team.
- If the visitor writes again, the AI answers and the conversation is **Ongoing** again.

To answer the visitor yourself, reply instead. That takes the conversation over. See [Find a conversation](https://chat.sh/help/articles/find-a-conversation).

## Reopen

Select **Reopen** on a resolved conversation. It goes back to **Open**.

## When the visitor writes back

A new message from the visitor reopens a **Resolved** or **Waiting on visitor** conversation as **Open**. It keeps its assignee.

A conversation in **Spam** does not reopen. See [Spam and blocking](https://chat.sh/help/articles/spam-and-blocking).

## Waiting on visitor

You cannot choose this status. A conversation gets it when your team replies, and leaves it when the visitor writes back or someone resolves it.

## Hand it back to the AI

You cannot. Once your team has a conversation, it stays with your team, even after it is resolved. A visitor who wants the AI again starts a new conversation in the messenger.