Overview
Bulk actions let you select several conversations in the list and apply one action to all of them at once, without opening each conversation. When you check one or more conversations, a bulk action bar appears at the bottom of the screen with everything you can apply to the selection: assign to an agent, assign to a team, add or remove labels, and change status (resolve, snooze, or reopen). It's the fastest way to organize a queue with many items.
Prerequisites
- An agent or administrator profile, with access to the conversations' inboxes.
- A queue with conversations to handle.
- Teams and labels already created by the administrator, to take advantage of the assignment and labeling options.
Step by step
- In the conversation list, check the selection box on each conversation you want to handle.
- To select everything at once, use the selection box in the bar — it selects the conversations in the current queue (an alert tells you when all of them are selected).
- The bulk action bar appears at the bottom, showing how many conversations are selected and a Clear selection button. On phones and narrow panels, actions use a labeled grid so no option is hidden or clipped.
- Choose the action you need in the bar: assign agent, assign team, add/remove label, change status, or delete (administrators).
- Confirm when prompted (assigning an agent asks for confirmation before applying).
- The action is applied to all selected conversations; an alert confirms the result and the selection clears.
Settings & options
- Assign to agent: opens a searchable list of the agents assignable to the selection's inboxes. Pick an agent to make them responsible, or None to unassign the conversations.
- Assign to team: routes all selected conversations to a team.
- Add labels: applies one or more labels to the whole selection.
- Remove labels: strips labels from the selected conversations (shows the labels already applied).
- Change status: Resolve, Reopen, or Snooze. Snooze offers options such as next reply, a predefined period, or a custom date/time.
- Clear selection: deselects everything without applying any action.
- Phone, tablet and web: the same bar keeps every action available and only rearranges the controls to fit the available width.
Use cases
- Clear a backlogged queue: resolve several already-answered conversations in one go.
- Redistribute conversations: assign a batch to another agent or to the right team.
- Label an entire campaign: apply the same label to all conversations from a single action.
- Unassign in bulk: use None to release conversations and let them return to the queue.
Tips, limits & best practices
- Review the selection before confirming — the action applies to all the checked conversations.
- Check the bar's counter ("X selected") to be sure you're acting on the right set.
- When resolving in bulk, conversations that still have required attributes pending may be skipped; complete those fields first so they get resolved.
- Use Clear selection whenever you want to start over; it prevents applying an action to the wrong group.
Troubleshooting
- The action bar doesn't appear: no conversation is selected — check at least one in the list.
- The change doesn't show right away: reload the queue or switch filters; the list refreshes with the new state.
- Some conversations weren't resolved: they likely have required fields pending — the alert reports a partial resolution. Fill in the attributes and try again.
- I can't pick a team or label: it may not have been created — talk to an administrator.