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Inbox

Assign, transfer, and hand off to an agent

Queued chats need an owner. Assigned chats can be transferred. AI-handled threads can be pulled by a human, and a human can return the customer to the agent.

In the app: Inbox

Assign to a teammate or team

  1. Open the conversation.
  2. Use Assign. Pick the Agent tab (a person) or the Team tab (a desk team).
  3. Availability badges show who is in hours. Confirm if the UI asks you to transfer an already-owned chat.
  4. The new owner sees the thread in their Inbox filters.

Transfer to an AI agent

  • If a human has the chat, return it to the AI agent when the customer only needs automated answers (agent settings control auto handoff the other way — low-confidence AI can queue for a human).
  • Voice sessions have a separate console for warm/cold transfer and returning the caller to the voice agent.
  • After handoff, check Timeline in context for the handoff event.