Find out why a conversation was assigned - or stuck

Intercom added a way to see why Balanced Assignment sent a conversation to a particular teammate, or why it hasn't been picked up yet.

For a conversation that was assigned, expand the assignment event in the Inbox. It shows the teammate's open conversations measured against their limits, their status and channels, any required skills, and who was next in line.

For one that's sitting unassigned, ask Operator something like "why was this conversation stuck in the queue for 4 hours?" It answers in plain language: what blocked assignment, when that changed, and which setting you'd adjust.