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When a customer replies to one of your campaign messages, that reply arrives in the Inbox as a conversation. Reply Assignee is where you say, up front, who owns those conversations — so replies to your review-request campaign go to the person who handles reviews, without anyone having to sort them by hand.

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Where to find it

  1. Click Campaigns in the left navigation and open the campaign.
  2. Go to the Settings step — the last of the five steps across the top of the builder (Basic Info, Entry / Exit, Touchpoints, Locations, Settings).
  3. Scroll to the Reply Assignee heading.
The description under the heading states the rule: “Conversation replies from this campaign are assigned to this user, overriding inbox routing rules. Leave blank to use inbox routing rules and the first-responder fallback.” If the top right of the builder reads View-only instead of showing Next, your role can’t change campaign settings. You’ll still see who is named; you just can’t change it.

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Name someone

  1. Click the box under Reply Assignee. Its placeholder reads “Search people…”.
  2. A short list of people appears. Type to narrow it — it searches first and last names. If nothing matches you’ll see “No results found”.
  3. Click the name you want. It fills the box.
  4. Save the campaign. The reply assignee is saved along with everything else on the Settings step, which happens when you click Next, Save Draft, Update Campaign, or Launch Campaign.
Leaving the builder without saving discards the choice, the same as any other setting on this step. Pick the person, then save.
To go back to no assignee, click the circular arrow at the right of the box — its tooltip reads Clear assignee — and save again. The list offers everyone with an active Liftify login on this account. It shows ten people at a time, so type a name rather than scrolling if your team is large.

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How this fits with your Inbox assignment rules

Liftify decides who owns a new conversation by working down a fixed order and stopping at the first answer:
  1. The campaign’s reply assignee — what you set here.
  2. Your Inbox assignment rules, top to bottom.
  3. Whoever replies first, if that fallback is switched on.
So a reply assignee beats every assignment rule you have, no matter how specific the rule is. Leave Reply Assignee blank and the campaign drops out of the picture entirely — the conversation is handed to your rules, and then to the first-responder fallback. See Assign conversations automatically for the rules themselves. This is decided when a conversation opens, or reopens because the customer came back. Naming a reply assignee today does not go back and reassign conversations already sitting in the Inbox — move those by hand from the thread.
When a conversation reopens, Liftify releases whoever owned it and routes it again from scratch. If the campaign names a reply assignee, they get it back — even if a colleague had taken it over in the meantime.

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When the reply assignee is skipped

Liftify checks the named person is still able to take the conversation. They’re skipped, and the conversation falls through to your rules and then the first-responder fallback, when:
  • Their login has been deactivated, or they’re no longer on this account.
  • They can’t see the location the conversation belongs to. The picker offers everyone on the account, including people whose access is restricted to particular locations. If your campaign runs across several locations and the person you named only covers one of them, they will get the conversations from their own location and nothing else.
Nothing on the campaign screen warns you about either case, so check it yourself if replies stop reaching the person you expect.

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If you set a custom reply-to address

The Settings step also has a Reply-To Email Override field, described on screen as: “Leave blank to keep replies in Liftify Inbox. Setting a custom address routes replies away from Inbox for this campaign’s sends.” Fill that in and a warning appears under Reply Assignee: “Replies to this campaign are routed away from Inbox. The reply assignee will not apply.” There is no conversation to assign, because the reply went to your own mailbox instead. Clear the address if you want campaign replies back in the Inbox.

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Duplicating a campaign

A copy keeps the reply assignee. If that person is no longer an active member of the account by the time you duplicate, the copy is created with Reply Assignee empty rather than failing — set it again on the copy.

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Troubleshooting

Replies are going to the wrong person. Check Reply Assignee on the campaign first — it outranks every assignment rule, so a name left here from months ago quietly wins. If it’s blank, the conversation was routed by your rules instead. The person I named isn’t in the list any more. They’ve been deactivated or removed from this account. Pick someone else; until you do, replies fall through to your assignment rules. I picked someone and it didn’t stick. The Settings step saves as a whole. Click Next, Save Draft, or Update Campaign before leaving the builder. Nobody was assigned at all. The named person may not have access to that conversation’s location, and no assignment rule matched either. Either name someone with wider location access, or add a rule as a backstop. Replies aren’t reaching the Inbox at all. Check Reply-To Email Override on the same step. With an address in it, email replies go there instead of to Liftify, and no assignment happens.