A customer submits messages through any channel (widget, email, portal, Slack, live chat, API, etc.).
Productlane checks if the customer's company has a linked Linear customer record.
If so, it queries Linear for the owner of that customer (typically an Account Executive, CSM, or support lead assigned in Linear).
If that owner's email matches a member of your Productlane workspace, the thread is automatically assigned to them.
This means messages from a customer are routed directly to the person responsible for that account — no manual triage needed.
For auto-assignment to work, all of these must be true:
Linear integration is connected
The customer's company has a Linear customer ID linked in Productlane
The Linear customer has an owner set in Linear
The owner's email matches a workspace member in Productlane (who is not a Viewer)
Go to Settings > Assignments
Toggle Auto-assign to Linear owner on
Your company "Acme Corp" is a customer record in Linear, and Sarah ([email protected]) is set as the owner. When someone from Acme Corp submits a message through your widget, the thread automatically appears in Sarah's assigned inbox in Productlane.
