What are Unassigned conversations?
If you choose Democracy as a routing type (Administration > Settings > Groups > Routing type), all the messages from customers will go in Unassigned. That means customers’ types of problems are not beforehand assigned to a particular group or agent but it goes to Unassigned.
When an agent clicks inbound conversation, them can either assign it to themselves, assign it to another agent or delete it.
An agent who will continue the particular conversation in Unassigned, assign it to themselves. Also, if a particular conversation belongs to a specific kind of problem, an agent can assign it to another agent or group responsible for this field. Finally, if a conversation is spam, an agent can delete it from Unassigned.