Let team members claim or assign a conversation to themselves or a teammate so it lands in that person's personal queue. Assigned conversations show an owner badge on the thread and can be filtered by assignee in the inbox view. Prevents two team members from replying to the same guest at the same time during busy periods, and gives every thread clear ownership so nothing falls through the cracks during hand-offs. Pairs naturally with the conversation intelligence dashboard so operational metrics like average response time, conversation load, and resolution rate can be measured per team member — not just at the property level.