How Do I Claim a Conversation From Another Team Member?

How Do I Claim Conversations From Other Users?#

Introduction#

You may want to claim a conversation from another DGTLsuite user on your team to manage yourself. There are a few different ways to do this in Engage:

From Overview:

1. Navigate to the Overview Tab.
2. Find the conversation you want to claim in someone else’s queue.
3. Right click on the conversation and select ‘Claim’ from the menu.
4. This conversation will now be re-assigned to you and will appear in your ASSIGNED QUEUE.

From an Individual Conversation Preview (View Only Mode)

This preview is accessed when someone sends you a direct URL link to the conversation in Engage or when you click the ‘VIEW’ option from the right click menu in Overview.

1. The conversation you want to claim is open in a browser tab in ‘View Only Mode’. This means no edits can be made from this view.
2. There is an arrow icon in the upper right corner of this view. On hover, the icon should say ‘Claim From [team member’s name]’. Click this icon to claim the conversation.
3. This conversation will now be re-assigned to you and will appear in your ASSIGNED QUEUE.