Transfers & Takeovers

Re-assign conversations from one user to another.

Conversation transfers require the Amateur plan or above.


Purpose

Livechats and tickets are assigned to one user at a time, referred to as the Assignee. This helps with new message notifications, logs, and various filters throughout the platform.

It's common to transfer or takeover a conversation for reasons like escalations and shift changes, during which the Assignee is changed.


Background

All chats begin when a player speaks with an AI agent. See Human Handoff and Chat Assignment for details on how the AI agent transfers a chat to a live agent (the initial Assignee), after which the chat can be transferred or taken over between live agents.

All tickets are created by an AI agent or a user/live agent, who must assign it to someone (the initial Assignee). After creation, the ticket can be transferred to or taken over by other live agents.


Transfer to Live Agent

When you're the current Assignee, you can transfer a conversation to a new Assignee:

  1. In the Inbox, open the conversation you wish to transfer.

  2. In the message editor, select and choose either:

    • Transfer — to any other permitted user.

    • Transfer teams — to a new team, where Chat Assignment rules determine how the conversation is assigned to one of its members.

  3. Select the new Assignee or Team.

  4. Press Transfer to complete.


Takeover from Live Agent

When you're not the current Assignee and have takeover permissions, you can manually make yourself the Assignee:

  1. In the Inbox, open the conversation you wish to takeover.

  2. In the message editor, draft the next reply to the player in the conversation.

  3. Press Takeover & Send. You are now the Assignee of the conversation, and will get notifications for its inbound messages.


Transfer Chat back to AI Agent

If the current Assignee sets the chat conversation's status to Closed, the chat thread is automatically assigned back to the AI agent that it came from.

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