Transfer & ownership

Transfer Conversation

Use Transfer Conversation to assign a chat to a specific teammate. In the UI:

• you search by name or email
• select the agent
• confirm Transfer

Once transferred, the conversation moves into the new owner’s Mine queue.

When to transfer (best practices)

Transfer when:

• the intent belongs to a different lane (Sales vs Support)
• you’re going off shift
• the case requires a specialist
• you want a clean owner-of-record for follow-up

Avoid transferring repeatedly without context. If you transfer, include enough information for the next person to take over quickly.

Ownership boundaries with Workflows

If a conversation arrived via Inbox handoff, treat that as a boundary:

• once human-owned, avoid additional automation that competes with the agent’s reply
• keep next steps clear and customer-safe

See:

• Inbox handoff