Unassigned communications

This article will explain what classifies an unassigned communication and how to assign them to a specific customer.

Written by Moza Ugumba
Updated over a week ago

Some communications when received cannot be immediately assigned to a customer – these are your unassigned communications.

What causes a communication to be unassigned?

There are a few circumstances that can cause a communication to be unassigned;

An email that is received from an unrecognized contact.
An email that has been forwarded more than 3 times.
An inbound phone call/ SMS from a number not associated with a customer.