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Every action is assigned automatically when it is created, based on your workflow settings. You can change who is responsible for a To do action at any time, by adding or removing assignees. Reassigning is useful when:
  • A customer reply reaches several people and you want one of them to handle it
  • A colleague is away and their actions need picking up
  • Work needs rebalancing across the team
Reassigning an action does not change the customer’s owner, does not affect any other action, and does not change your workflow settings.
If the wrong people are assigned to every action of a given step, change the assignees on the workflow step instead. Reassigning handles one-offs — it does not change what the workflow does next time.

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Who can reassign actions

Owners, admins, and members with the Finance user position can reassign actions.
Members with the Accountant or Account manager position can be assigned actions and work them, but cannot pass them to someone else. If the assignees are shown but you cannot change them, this is why.

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Reassign a single action

From your own To do list
  1. Go to your Actions list and open the To do tab.
  2. Select the action you want to reassign.
  3. In the action header, click the Assignee(s) field.
  4. Tick the members you want to add, untick the ones you want to remove.
  5. Click Apply
Image For an action assigned to someone else Your To do tab only shows actions assigned to you. To reassign a colleague’s action, open the All tab, click the action’s name to open it, then use the Assignee(s) field in the same way.
An action cannot be unassigned; it must always have at least one assignee.
Action assignments respect customer permissions: members can only be assigned actions for customers they have access to. If you remove yourself from an action in your To do list, it disappears from your list and you move on to the next one.

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Reassign several actions at once

  1. Go to your Actions list and open the All tab.
  2. Filter the list to To do actions. The All tab opens on Done actions by default.
  3. Tick the actions you want to reassign. To cover every action matching your filters, use Select all.
  4. Click Actions, then Assign to.
  5. Choose the members, then click Apply.
Only To do actions can be reassigned. Any action in another state is skipped, so filter your list before selecting.
The picker shows who is already assigned across your selection. A tick means the member is assigned to every selected action; a dash means they are assigned to some of them. Leaving a dash as it is keeps those assignments untouched. Image Large reassignments run in the background. You can carry on working, and you will get a notification once it is done.

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What happens to your choice afterwards

Once you reassign an action yourself, Upflow stops recalculating its assignees. Your choice stays in place until someone changes it again. There is one exception: if the workflow step behind the action changes, the action is rebuilt and returns to automatic assignment. You will need to reassign it again.

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When someone leaves your team

If you remove a member who is still assigned to To do actions, Upflow asks you to pick a replacement. The replacement takes over the actions they have access to. Anything else returns to automatic assignment, so no action is left with someone who has gone.