---
key: work-your-communications-queue
title: Work the conversations assigned to you
audience: staff
section: communications
routes: ["/communications/workflow"]
features: ["communications.workflow"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Use the Communications Workflow page to see the texts, emails, calls and voicemails you own or follow, then assign, claim, mute, snooze or hand them off in bulk.
keywords: [my queue, assigned to me, following, mute, snooze, hand off, reassign, triage, claim, team routing]
related: [use-the-communications-overview, find-a-conversation-across-channels, manage-a-text-conversation, choose-how-nova-notifies-you]
---

In the sidebar, open **Communications**, then **My Queue**. The page address is `/communications/workflow`. The page title reads **Communications Workflow**.

## Steps

1. Pick a view with the chips at the top: **All**, **Assigned to me**, **Following**, **Unassigned**, **Mentions**, **Muted/Snoozed**, **Recently reassigned** or **Removed**.
2. Narrow the list with **Search by title, assignee, or reason**, or pick a type from the list that starts at **All families** (**Texts**, **Email**, **Call follow-up**, **Calls** or **Voicemails**).
3. Press **Open item** on a row to go to that conversation, call or voicemail.
4. Press **Manage** on a row to see who owns it, your alerts and its followers, with **Assign to me**, **Follow** or **Resume alerts** when they apply. Press **View controls** there for the full assignment, alert and history controls. **Hide controls** closes the panel.
5. To act on several rows at once, tick their checkboxes, or press **Select visible** to tick every row shown.
6. To hand rows to someone, choose a person under **Assign selected…** (or **Assign to me**), add a team under **Team routing…** if you want one, then press **Assign**.
7. Or press one of the other buttons for the ticked rows: **Claim** assigns them to you, **Unassign** leaves them with no owner, **Follow** and **Remove me** start or stop your updates, **Mute** turns your alerts off until you turn them back on, **Snooze** pauses your alerts for the hours shown under **Workflow posture**, and **Clear overrides** ends a mute or snooze.
8. Press **Refresh** at the top when you want the list brought up to date.

## What you see

- Each row shows the item's title, what it is, who it is assigned to (or Unassigned), chips for why it is in your list (such as Assigned, Following, Coverage or Mentioned), and **Muted**, **Snoozed** or **Removed** when one of those applies.
- Selected rows are counted above the buttons. Once every row shown is ticked, **Select visible** becomes **Clear selection**.
- Nova confirms with **Communication item updated.** or the number of items updated. If any row fails, Nova shows the reason for the first one.
- **Mute** and **Snooze** only change your own alerts. The item stays on the page under **Muted/Snoozed**.
- **Assign**, **Claim** and **Unassign** also set the team to whatever **Team routing…** shows. If it is empty, any team the items had is removed.
- **Mark read** and **Acknowledge** appear only when your role can mark notifications read or acknowledge them.
- **Workflow posture** shows how many items are visible, the current view, how many teams you can route to, and your snooze length (24 hours unless you changed it).
- Under **Workspace rules**, Nova reminds you that an item is always assigned to a person. A team only widens who can see it and step in.
- When nothing matches, the page reads **No workflow items match this view yet.**

## If something looks different

- **Assign** stays greyed out: tick at least one row and pick a person or a team. If you picked only a team, Nova answers **Unable to update the selected communication items.** Pick a person as well.
- **Remove me** fails on a row: the item is assigned to you. Reassign it first.
- **Team routing…** has no teams: your organization has not set up crews, or your role cannot see them.
- The page opens on a view other than **All**, or the snooze length is not 24 hours: you set **Default subscriptions view** or **Default bulk snooze length** in your notification settings. See [[choose-how-nova-notifies-you]].

[[route:/communications/workflow|Open Communications Workflow]]