Some incoming communications can’t automatically be linked to a customer.
These appear in the Unassigned Communications section within the Collector Tasks tab.
What Causes a Communication to Be Unassigned?
A communication may be marked as unassigned when:
The email sender is not recognized as a contact.
The email has been forwarded more than three times.
The phone call or SMS originates from a number not linked to any customer record.
How to View Unassigned Communications
From the dashboard, navigate to Collector Tasks.
Click the Unassigned Communications box.
This will open a list of all unassigned items, showing the type, sender, and received date.
Filtering Unassigned Communications
You can filter the list by communication type to make review easier:
How to Assign a Communication
Select a communication from the left-hand panel.
At the top, use the search bar to find the customer name or invoice.
Click Confirm match to assign it.
This action links the communication to the customer’s timeline and removes it from the unassigned list.
How to Delete Unassigned Communications
You can remove communications that aren’t needed:
Click Select All and choose Delete All to clear the list.
Or delete individual communications manually using the checkbox next to each item.
