You may be wondering why all messages coming into your instance which gets created as conversations are being assigned to someone automatically. This problem usually occurs if your instance has automation (trigger or monitor) that was configured to auto-assign those messages or conversations.
You can create a rule that automatically assigns or routes tickets or conversations to a particular agent or team based on pretty much any criteria you can think of with Kayako's automation tools. Using triggers or monitors, you can instantly change the owner or assignee of a conversation the moment they come in. So, if you are wondering why certain messages or conversations were routed to someone who shouldn't be getting it, then check your trigger or monitor from the admin panel under automation.
Check out our introduction to automation, for more information on what you can build with automation.