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There may be times where you need to claim a conversation rather than have it offered to you. Doing this is simple.All you need to do is open the conversation that you want to claim and click the Claim conversation button and the conversation will be assigned to you. If the conversation is open and already assigned to an agent, you can claim the conversation by clicking "Take over  conversation".Unassigned conversation Assigned conversation
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This also works for all types of conversations regardless of the channel they came in on.