Items in Engagement can be assigned to specific users both manually and automatically.
💡 In the All Inbox, all items to which you have access are visible, regardless of who these items are assigned to. Changing the assignment, therefore, does not affect this inbox.
Manual assignment
Depending on how you set up your Engagement workflow, you may want to assign an item to a team member. In Engage, you can see who the element is currently assigned to by the element at the bottom right or bottom left in Engagement. If you click on it, you will be shown a dropdown with all the possible users to whom you can assign the item.
💡 You can only select members of your teams.
The item is not considered resolved by the assignment but only forwarded to the recipient's inbox.
Set up e-mail notification when the owner changes
In your page or profile settings, you can set up whether users to whom an item has been assigned, are informed by e-mail. You can set this up differently for each network profile.
To do this, click on the three-dot menu next to the corresponding profile in the profile overview and select Page Presets or Profile Settings. There you will find the option Change of ownership under E-mail notifications.
Automatic assignment
The automatic assignment is done according to the following criteria:
Generally, all items are assigned to the profile owner that is defined in the settings for the respective profile
If no profile owner is defined, the items end up in the No Owner Inbox
Assignment upon resolving
As soon as you resolve an item and mark it as completed for you and your team, a pop-up appears informing you of the change of ownership. Once you confirm the change, the comment is assigned to your user profile and then checked off. This makes it easier for you and your team to track who has dealt with which comment from your community and has marked which item as resolved.
If your team always wants to work this way, you can confirm the pop-up that Facelift should always behave like this in the future, and you will not be shown this message again.
💡 You can reply without resolving the item. The item does not have to be assigned to you. Currently, it is not possible to record who has replied to an item if it has not been resolved as well.