When your team handles a shared phone number, knowing who's responsible for each conversation keeps things running smoothly. dialnote's conversation assignment feature lets you designate a team member as the owner of any conversation, so nothing slips through the cracks.

How assignment works#

Each conversation can have one assigned team member at a time. That person becomes the owner responsible for follow-up. Only members of your organization can be assigned—the system validates this automatically.

A typical workflow looks like this:

1. A new call or message comes in (conversation is Open)
2. A manager assigns it to a team member via the API
3. The team member handles the conversation
4. They mark it as Done when it's resolved

Assignments pair well with conversation statuses. You can combine them to build a simple ticket-like system: open conversations get assigned, worked on, and closed.

Assigning via the API#

To assign a conversation, send a PATCH request with the team member's user ID:

curl -X PATCH https://app.dialnote.com/api/v1/conversations/{conversationId} \
  -H "Content-Type: application/json" \
  -d '{"assignedToId": "user_abc123"}'

To unassign, set assignedToId to null. The API returns the updated conversation object with the assignedTo field populated (including the user's name and avatar).

Staying organized while you wait#

Until the in-app assignment UI ships, here are a few ways to keep your team coordinated:

Use conversation notes for handoffs. When you want a colleague to take over a conversation, add a note with the context they'll need. Notes appear right in the timeline, so they won't miss it.

Set conversation statuses. Mark conversations as Done when they're resolved, or Snoozed when you need to follow up later. This keeps your inbox focused on what needs attention right now.

Filter by read status. The inbox filters—All, Unread, Read, and Done—help each team member see what still needs a response without stepping on each other's toes.