Conversations often need more than one person. Transfer hands one over cleanly, following keeps you in the loop, and the live signs in the conversation stop two agents answering at once.

Transfer a conversation

You can always transfer a conversation you hold. Moving someone else's needs permission to assign tickets.

Pick the teammate or queue to hand the conversation to; you can leave a handover note for them.

1. Open the conversation, select the Assignee pill, and choose Transfer….

2. Choose Agent or Queue at the top of the panel.

3. For an agent, search and pick one. Each shows whether they are Has it now or At capacity. For a queue, pick one; it shows "{online} of {total} online". Your ticket's own queue is listed first.

4. Optionally write a Handover note: what the customer's mood is, a promise you made, what's left to do. It's limited to 2,000 characters.

5. Check the In plain words summary, then select Transfer.

What happens next depends on your choice:

• To an agent, they take the ticket. The person who held it keeps following it, but comes off as the owner. If the agent is full, you're warned "the transfer may be refused".
• To a queue, the ticket waits there and is assigned from it, keeping its place in line and the SLA time it has used. If the queue doesn't auto-assign, it waits for someone to take it. If nobody who works it is online, you're told it waits until someone is.

Your handover note is posted in the conversation as a private note tagged Transfer note, for the next person to read first. The new owner is notified: "{name} transferred a conversation to you".

If someone changed the conversation while you were choosing, you see "Someone changed this conversation while you were choosing. Check who has it now and choose again." Nothing is overwritten.

To transfer many at once, use the bulk bar. See Bulk actions.

See where it has been

Open the conversation, select More actions (…) in its header and choose Transfer history. Each entry shows who moved it, from and to whom, and whether it was a person, a macro, an automation rule, SLA escalation, re-routing or the system.

Transfer history lists every move: who made it, from and to whom, and any handover note.

1. 1Who moved it, from and to
2. 2Handover note

Follow a conversation

Following sends you a conversation's updates without owning it, and files it under Following in the More tab.

• Select Follow in the toolbar to follow, or Unfollow to stop.
• You follow automatically when you reply, write a note, are assigned, or are mentioned.
• Open the follow control to see Followers and why each is there: added, assigned, wrote a note, replied or mentioned.

Mention a colleague

Type @ in a private note to bring a colleague in. They're notified, and the ticket appears under Mentioned for them. See Internal notes.

Avoid answering over each other

• Also viewing names colleagues with the conversation open, and you see when they're typing.
• When a colleague owns the conversation, a banner says "Assigned to {name}. Replies will go out under your name."
• If your queue lets Only the assignee reply, the banner says "Only {name} can reply. Ask them to reassign it, or take over." and Reply is locked, but notes still work.
• If someone sends the same reply just before you, yours isn't sent and your text comes back into the editor.

Take over is always a confirmed second click, and only for people who can assign tickets. See Assign a conversation.

Internal notesLeave context for the next person.Your status and notificationsBe told when a transfer or mention reaches you.