Re-assign conversations from one user to another.
Conversation transfers require the Lite plan or above.
Requires the Transfer and takeover livechats/tickets they manage permissions.
Livechats and tickets are assigned to one person at a time — the Assignee. Transferring or taking over a conversation changes the Assignee, which affects notifications, logs, and filters across the platform.
When you are the current Assignee:
Open the conversation in the Inbox.
In the message editor, select the transfer icon.
Choose Transfer to reassign to another permitted live agent, or Transfer teams to reassign to a team. Chat assignment rules determine which team member receives it.
Select the new Assignee or Team.
Press Transfer to complete.
When you are not the current Assignee but have takeover permissions:
Open the conversation in the Inbox.
Draft your reply in the message editor.
Press Takeover & send — you become the Assignee and the message is sent in one step.
When the current Assignee sets a livechat's status to Closed, the chat automatically returns to the AI agent it came from and the Chat closed trigger fires.
Last updated
