If you want to ensure the right teammates chat to the right leads quickly, you should assign your teammates as owners. 

Assigning teammates as owners will let you: 

There are three ways to assign an owner:

You can easily assign a lead or user an owner as you chat. Just head to the 'Details' section on the right-hand side of your lead/users' profile. Then, select the ‘No owner’ button. Now, you can choose a teammate from the dropdown menu:

You can also add an owner from a lead/users' profile: 

If you use our Salesforce app, you can automatically sync your Salesforce lead owners with your owners in Intercom. Here’s how it works:

Important: If you use our Salesforce app to assign owners, you won’t be able to manually change the owners in Intercom. If you manually assign an owner to a lead that has none, and Salesforce subsequently finds an owner, it will overwrite your manual choice.  If you hover over the lead owner in Intercom, you can see if a lead owner was assigned automatically by Salesforce: 

You can control how your teammates map to Salesforce by visiting your Salesforce app settings.

You can also automatically assign owners to your leads and users via our API. Just pass an admin ID to the users endpoint as owner_id.

Tip: You can find a teammates admin_id in the URL on their admin page in Intercom:

Learn more about our API here.

You can reply faster to your leads by assigning their new conversations to the right owner automatically. 

Set up a Workflow and use the 'Assign' action to automatically assign conversations to their owners based on rules.

You can also ensure newly qualified leads speak to the right teammates faster, by automatically assigning them to their owner with Automation Basics.

It’s easy to target the leads you own with messages. When setting up a message, just filter your audience by ‘Owner’:

Now, your message will only send to the leads in your name.

To ensure you never miss an important conversation, you should set up notifications for the leads you own. 

Go to Settings > Personal > Notifications. Then, turn on notifications for ‘New conversations with leads and users you own:

Now you’ll receive a notification any time a lead or user you own starts a new conversation, so you can quickly follow up with them.

Filtering and segmenting your leads and users by their lead owner will let you easily see all the leads you own in one place. Just filter by ‘owner’ to see a specific teammate’s leads:

You can create a segment based on this filter so you can easily access your list of leads in future. Or you can easily export your leads if you need to share them elsewhere.

If you’d only like specific teammates to be able to add or change an owner, you can restrict their permissions.

In your teammate settings, click on a teammate to edit their permissions. Then, toggle on "Can reassign conversations and edit lead or user ownership"

Now, if that teammate needs to change the owner, they can ask an admin on your account for permission they need to update lead's owner.