Inbox and team
In Haiya each customer has at most one owner on your team, and every chat with that customer follows them. A customer with no owner waits under Unassigned until an owner or admin replies to them, assigns them, or offers them to a teammate, who accepts or declines.
The screens below are drawings of the Haiya app with sample data.
In Chats, choose the Unassigned filter. It shows customers with no active owner, on the numbers you answer. Expected result: the list and a count of customers waiting.
When an owner or admin replies to an unowned customer, that reply makes them the owner. You can also assign them yourself. On the web, open the customer's details and press Assign customer…. On iPhone or Android, open the chat's More menu (⋯ or ⋮) and choose Assign customer. Pick yourself. Expected result: the chat shows you as the owner.
On the web, press Assign customer…, or Change owner… on a customer who has an owner. On iPhone or Android, choose Assign customer or Change owner in the chat's More menu. Pick a teammate. Expected result: Offered — awaiting an answer, with the time left before it goes back.
Your teammate sees Offered to you. Until they press Accept, the chat is read-only for them. Decline… returns the customer to no owner at once. Expected result: the card shows the new owner, or Unassigned.
On the web, press Release. On iPhone or Android, open Change owner in the chat's More menu and press Unassign. Expected result: the customer has no owner and appears under Unassigned again.
When a step fails, Haiya shows a short message with what to do. Find the message in the first column.
| What you see | Why | What to do |
|---|---|---|
| An agent replied, but the customer is still unowned | Only an owner's or admin's reply claims a customer. | An owner or admin assigns the customer to that agent. |
| A teammate cannot see a customer | They see only customers assigned to them, or the number is not theirs. | Offer the customer to them, or add the number in their Edit number assignments. |
| Offered to you, and you cannot type | An offer is read-only until you answer it. | Press Accept to own the customer and reply, or Decline… to hand it back. |
No. An agent can always answer an unowned customer, but the answer does not make them the owner. Ownership moves only when an owner or admin acts: their own reply, an assignment or an offer. A broadcast never claims anyone.
One customer, one owner: two teammates never chase the same buyer, and a lead in the CRM follows the same owner. See how this works in Haiya’s shared team inbox.
By Edward MwangiFounder, Haiya
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