Unassigned communications are messages that could not be automatically linked to a customer.
To include them in the correct customer timeline, you’ll need to manually assign them.
Step 1: Access Unassigned Communications
Go to Collector Tasks from the dashboard, then open the Unassigned Communications panel.
Step 2: Select the Communication
Click on any unassigned item (email, call, or text) to open a preview on the right-hand side.
You can also use the Communication Type filter to narrow down the view to specific types (e.g., Email received, Phone call inbound, Text message received).
Step 3: Assign to a Customer
In the top search bar, type the customer’s name.
Select the correct customer from the dropdown list.
Click Confirm match to assign.
This will link the communication to that customer’s record and remove it from the unassigned list.
Step 4: Confirmation Message
Once the communication is successfully assigned, a green confirmation message will appear:
