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. Locate the message in your Slack app.

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

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

4. Select ‘Assign to Thena’.
   Please note that you may have to search for the option by clicking on 'More message shortcuts' if it doesn't automatically show up on the menu.

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

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