Work the conversations assigned to you

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.

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 and when Nova notifies you.

Open Communications Workflow