Hand it over, keep the whole story
A conversation can belong to one person, to several with a primary, or to a team. Move it from the header with a note for whoever takes it, and the messages, the bot's exchange and the guest record travel with it. A system message in the thread records who did what.
Warm and cold transfers ✦ One primary, many assignees ✦ Every change in the thread
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Teams
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One primary, as many eyes as you need
Pick people, pick a team, or both. When a team is assigned every current member sees the chat in their inbox, and an available member with spare capacity becomes primary by round-robin. Removing a team removes only the members no other team on the chat still covers, so nobody loses a conversation they are entitled to see.
- The crown marks the primary in the header and the list; the primary is the name shown wherever one name fits.
- Unassigned is visible to admins only; Unowned sits with the team until someone claims it.
- Role-scoped visibility. Agents see their own and their teams' chats; admins see everything.
In the thread
Three ways a conversation changes hands
Warm hand-off from the bot
A bot journey's hand-off step transfers the chat to a person or a team, the thread shows the banner, and the agent reads everything the bot and the guest said.
Cold transfer from the header
Pick a different assignee in the chat header. No banner, just a new owner, and the guest never notices the hand-off.
Brief with a note
Mention the new owner in an internal note marked Important or Follow-up; they are notified immediately and the customer never sees it.
Who moved what, and when
Assigning or removing a team drops a system message into the conversation. Every workflow stage change is time-stamped, attributed to the person who made it, and can carry a remark such as "waiting on the supplier". The same events reach your own systems as signed webhooks, so a CRM or a data warehouse sees the hand-offs too.
- Stage history on every conversation, exported one row per stage in Reports.
- Webhooks for chat.assigned, chat.team_assigned, chat.state_changed and chat.resolved.
- Reopen rules. Admins and the current assignees reopen; a new guest message reopens automatically.
Ready to hand off without losing the thread?
Invite the team, assign the first chat and watch the history follow it.
Questions, answered
A warm transfer is the bot journey's hand-off step: the chat moves automatically, the thread shows a hand-off banner and the agent sees the entire bot exchange. A cold transfer is an agent picking a different assignee in the chat header: no banner, just a new owner. Both keep the full history on the same thread.
A chat can have several assignees; one is designated primary and shown with a crown in the header and the list. The primary is the owner displayed wherever a single name is shown and the anchor for team rotations. Every assignee gets the same notifications.
Internal notes are for your team only; customers never see them. They support @mentions, up to ten attached files of 50 MB each, and a category of General, Important or Follow-up. A mentioned teammate is notified immediately, which makes a note the natural way to brief whoever you hand the chat to.
Yes. Assigning or removing a team drops a system message into the thread, every workflow stage change is time-stamped and attributed with an optional remark, and the chat.assigned, chat.team_assigned and chat.state_changed webhooks carry the same events to your own systems.