Transfers & Takeovers
Re-assign conversations from one user to another.
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Re-assign conversations from one user to another.
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Requires the Transfer and takeover livechats/tickets they manage permissions.
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.
All chats begin when a person speaks with an AI assistant. See and for details on how the assistant transfers a chat to a live rep (the initial Assignee), after which the chat can be transferred or taken over between reps.
All tickets are created by an AI assistant or a user/rep, who must assign it to someone (the initial Assignee). After creation, the ticket can be transferred to or taken over by other live reps.
When you're the current Assignee, you can transfer a conversation to a new Assignee:
In the Inbox, open the conversation you wish to transfer.
In the message editor, select and choose either:
Transfer — to any other permitted user.
Transfer teams — to a new team, where rules determine how the conversation is assigned to one of its members.
Select the new Assignee or Team.
Press Transfer to complete.
When you're not the current Assignee and have takeover permissions, you can manually make yourself the Assignee:
In the Inbox, open the conversation you wish to takeover.
In the message editor, draft the next reply to the person in the conversation.
Press Takeover & Send. You are now the Assignee of the conversation, and will get notifications for its inbound messages.
If the current Assignee sets the chat conversation's status to Closed, the chat thread is automatically assigned back to the AI assistant .