Inbox
Claim, assign or close a customer conversation in Naffes CRM
Every conversation in Naffes CRM has one clear owner. This guide covers how a thread moves from Unassigned to a person, how it is handed to a teammate, how to close it with a reason your team can read later, and when it comes back by itself.
Steps
Show unassigned threads
In the Inbox, choose the Unassigned view. Nobody has taken these threads, and they will not be distributed automatically.
Claim or assign
Click Claim to take the thread, or open the assignee menu and pick Assign to and a teammate, or Assign to me. To let someone else pick it up, choose Return to queue. The new assignee is notified.
Organise as you work
Pin important threads (pins are yours alone), tag the thread with a service type, and use Block for abusive senders: their messages are kept but hidden from the queue, and nobody can message them until you unblock.
Close with a reason
When the topic is done, click Close thread and pick a Close reason: Resolved, Won, Lost, No response, Spam or Other. The thread leaves the queue and moves to Done.
What changes when you assign
Assigning in Naffes is more than a name on a thread; commercial ownership moves with it:
| Record | What happens |
|---|---|
| The thread's deal | Ownership moves to the new assignee |
| The contact | Moves too if it had no owner or belonged to the previous assignee |
| Notifications | The customer's next messages notify the new assignee only |
Example: a rep claims a new lead's thread in the morning, then the customer asks about a product line a colleague handles. She assigns the thread to him; the open deal moves to him as well, he is notified, and every later message from that customer reaches him directly.
When a closed thread comes back
If the customer writes again after you close, the thread reopens by itself and returns to the queue, so nothing is lost because someone closed too early. And when the thread's deal is won or lost on the deals screen, the thread is closed with that same reason.
There is no automatic round-robin routing of new conversations, and no automation action that assigns one. Threads stay unassigned until a person claims them or a bot handoff assigns them, so make checking Unassigned a team habit and set silence rules to alert managers.
Questions
Questions 2
Who can assign a conversation to a teammate?
Reps and managers can assign and unassign threads, and the assignee sees the thread in their Mine view straight away.
Why pick the close reason carefully?
The reason is saved with the thread and records why it ended, separating a solved issue from a customer who never answered, so avoid Other where you can.