How can I ungroup a request?

If your customer frequently sends multiple messages at once and these messages get grouped under a single request, you can ungroup a specific message and mark it as a separate request. Here’s how:

1. Hover over the Slack message you want to ungroup.

2. Click on the three-dot menu next to the message.

3. Select ‘Assign to Thena’.

4. Assign the message to yourself or another team member.

This will create a new request, separating it from the original grouped request.