> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/inbox/transfers-and-takeovers.md).

# Transfers & Takeovers

{% hint style="info" %}
Conversation transfers require the Lite plan or above.
{% endhint %}

{% hint style="warning" %}
Requires the **Transfer and takeover livechats/tickets they manage** permissions.
{% endhint %}

***

## 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 person speaks with an AI agent. See [Human Handoff](/docs/modules/ai-agents/workflows-and-actions/human-handoff.md) and [Chat Assignment](/docs/settings/teamspaces/chat-assignment.md) 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 <img src="/files/YxqVaN9l9tSPkVjHdh2g" alt="" data-size="line"> and choose either:
   * **Transfer** — to any other permitted user.
   * **Transfer teams** — to a new team, where [Chat Assignment](/docs/settings/teamspaces/chat-assignment.md) 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 person 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](/docs/modules/ai-agents/workflows-and-actions/human-handoff.md).


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