Control which conversations teammates can take or drop
By Steven Van ·
Fair workload distribution breaks down when teammates can pick their own conversations or drop the ones they don't want.
Intercom announced Control which conversations teammates can take or drop on August 18, 2026.
What changed
Fair workload distribution breaks down when teammates can pick their own conversations or drop the ones they don't want. Two new Inbox permissions let you close that gap, configured per teammate: Can assign conversations to themselves: prevents teammates from grabbing work outside your routing rules Can remove themselves as the assignee: prevents teammates from dropping conversations they've been assigned Automated routing, workflows, and round-robin or load-balanced assignment are unaffected. Learn more New Pro
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