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EspañolEvery contact always with the same owner
The contact is directed to an exclusive user and comes back to them on every new conversation. Whoever knows the customer is who handles them.
The customer doesn't start over every time
No fighting over conversations and no customer explaining again what they already explained.
Exclusive owner
The contact is tied to a fixed owner.
Back to the same person
A new conversation goes back to whoever was already handling it.
Routing per team
Unowned conversations are routed automatically.
No internal disputes
Every conversation starts with an owner already set.
Visible portfolio
Track on the boards what each owner has on their plate.
Transfer when needed
On holiday or departure, the portfolio moves to another user.
Two ways to decide who handles it
Account ownership ties the contact to an exclusive user. Routing splits unowned conversations across the team. The two coexist in the same account.
- Contact directed to an exclusive user
- Automatic routing of conversations by team or user
- The contact's full history available to the owner
- Portfolio transfers without losing previous conversations
Sales team portfolios
- AAnna Martins128 contatos na carteira4
- BBruno Alves96 contatos na carteira2
- CClaire Nunes143 contatos na carteira6
From the rule set to a portfolio running itself
Four steps to give every contact a fixed owner and track what each person has on their plate.
- 1
Enable the app
Contact ownership is an app on the platform: switch it on under Apps and it applies to the account.
- 2
Set the rule
Choose whether the link applies per team or per user, and what to do with contacts that have no owner.
- 3
Assign the contacts
Every contact in the base gets an exclusive user, and new ones enter automatic routing.
- 4
Track the portfolio
On the boards and reports you see how many contacts and open conversations each person has.
Two ways to decide who handles it
Account ownership ties the contact to an exclusive user. Routing splits unowned conversations across the team. The two coexist in the same account.
- Account ownership: the contact always returns to the same user
- Routing: unowned conversations are directed by team or user
- Both apps can stay active at the same time in the account
- When a portfolio is transferred, the history goes with it
Who receives the conversation
Contact already has an owner
New contact, no portfolio
About account ownership
The portfolio can be transferred to another user while they're away. The conversation history stays with the contact, so whoever takes over sees everything that was already handled.
Yes. You reassign the contacts' owner and they start going to the new user on the next conversation, without losing anything already discussed.
On the customer's side nothing changes: they carry on writing to the same number. The difference is that the conversation always reaches whoever already knows them, instead of landing with whoever happens to be free.
Account ownership ties a contact to an exclusive user. Conversation routing automatically directs those who don't yet have an owner. They're two different apps and can run together.
Organize your team's portfolios
Define who handles each contact and let the routing take care of the rest.
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- Set up in 5 minutes