Accept, assign and transfer conversations

A conversation nobody has accepted waits in Unassigned. Once you accept it, it is yours, and only you can reply.

Before you start

Every planNeeds: Queue: Write

Accept a waiting conversation

1. Open Unassigned in the inbox.

2. Click Accept on the conversation. You can also open it first and click Accept in the banner at the top.

   You should see the conversation in Mine, ready for your reply.

If the AI agent is answering, the button says Take over instead. Taking over stops the AI agent from replying in that conversation.

Transfer a conversation you hold

1. Open the conversation.

2. Click your name at the top of the conversation.

3. In Transfer Chat, choose the Agent or Department tab, then pick who gets it. Departments with nobody online can’t be chosen.

4. Optionally, add a Reason (optional) so the next person knows why.

5. Click Transfer.

   You should see the conversation leaves your Mine view and appears with the new owner.

Assign someone else’s conversation

Teammates allowed to assign conversations can hand any open conversation to someone, even one they don’t hold.

1. Open the conversation and click the assignee at the top, or Assign if nobody has it.
2. In Assign conversation, pick a teammate. Teammates marked At capacity already have as many chats as they can take.
3. Click Assign.

From the list, you can also click Assign to teammate on a waiting conversation.

See everyone who is waiting

The Chat Queue page lists every visitor waiting for a person, with how long they have waited. Find it under Analytics›Chat Queue. Click Accept to take one.