Assign & Transfer Conversations
Assign Smart Inbox conversations to agents or teams and transfer them with an internal summary and handover control.
STEPS
- Open the conversation and review the current owner.
- Choose Assign or Transfer.
- Select the agent or team.
- Add a short internal note.
- Confirm the change.
- Pause unsuitable automation and avoid duplicate replies.
- Create a follow-up or task where required.
Who should use it
Workspace owners, managers, agents and authorized mobile or reporting users.
Before you begin
- Use a unique user account.
- Confirm the active workspace and role.
- Use test users or fictional customer data.
- Protect mobile devices and sensitive reports.
Main concepts and fields
| Concept / Field | Meaning or Use |
|---|---|
| Team | User group. |
| Agent | Authorized user. |
| Mobile App | Android or iOS workspace access. |
| Report | Operational summary. |
| Usage | Plan capacity and monthly activity. |
Test and verification
- Complete one successful path with fictional data.
- Complete one invalid, failure or permission path.
- Confirm the result appears in the correct workspace and module.
- Confirm the correct person or team can review and continue the work.
Common issues and solutions
| Issue | What to Check |
|---|---|
| User cannot see the module | Team, role, active workspace and account status. |
| Assignment or notification is missing | Owner, device/browser permission and routing rule. |
| Report is empty or different | Date range, PKT, workspace, provider definition and sync delay. |
| Former user still has access | Disable account, revoke sessions and rotate shared credentials. |
Security, privacy, consent, cost and provider notes
- Use only data the business is authorized to process.
- External provider charges, policies, approvals, limits and availability remain separate.
- Do not expose passwords, API keys, tokens, webhook secrets, payment credentials or private customer data.
- Use human review for sensitive, regulated, urgent, financial or final decisions.
Last reviewed: