Assignee <> Contact Owner Preferred Behavior
H
Hollywood cerise Partridge
Right now, only the first conversation assigns the assignee based off of contact owner, which is great. That's exactly what I want to happen. My team only uses one number, which is preferred for our customer. We only want them to save one number for their entire journey.
When sales closes the deal and retention comes in, I just want the assignee to reflect the new contact owner that is my ideal. I built to work around this with an API, but if that was native, I'd be even happier.
The scope on this feature request would be any time a contact owner changes and that customer reaches back out for that new message to go to the new contact owner so that that new contact owner is the new assignee.
Chris Brisson
Hey Hollywood cerise Partridge — thanks for posting this, super helpful context. Totally get why you’d want to keep a single number for the customer journey, but have the assignee follow the latest Contact Owner when ownership changes (especially for the handoff from sales to retention). We’re going to take a look at what it would take to make that behavior native, and we’ll circle back once we’ve got more info.