For the complete documentation index, see llms.txt. This page is also available as Markdown.

Transfers and takeovers

Re-assign conversations from one user to another.

Conversation transfers require the Lite plan or above.

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.


Transfer to a live agent

When you are the current Assignee:

  1. Open the conversation in the Inbox.

  2. In the message editor, select the transfer icon.

  3. 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.

  4. Select the new Assignee or Team.

  5. Press Transfer to complete.


Take over from a live agent

When you are not the current Assignee but have takeover permissions:

  1. Open the conversation in the Inbox.

  2. Draft your reply in the message editor.

  3. Press Takeover & send — you become the Assignee and the message is sent in one step.


Transfer back to the AI agent

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.


Chat AssignmentLive agent handoffMessage editor

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