All Collections
Using Textline
Transfer a Conversation
Transfer a Conversation
Jenny avatar
Written by Jenny
Updated over a week ago

If you’ve already claimed a Conversation but need to reassign it to another member (i.e. you're about to take your lunch break, you're heading out of the office, you're escalating the issue to the appropriate agent in your organization, your customer is asking for a specific agent, etc) select the Transfer button at the top of the Conversation History view.

This will open your organization’s list of Agents and indicate which Agents are currently available.

Select the new Agent, then click Transfer. You can select Whisper before transferring to include an internal note to the new Agent, then click Transfer.

The new agent will receive a Notification that the Conversation has been transferred to them.

Remember that the account owner will need to add other members as Agents before you can transfer Conversations to them.

Just so you know, as of now, you can only transfer Conversations within a Department. We can't transfer Conversations from one Department to another at this time, but we may add that feature in the future!

Watch the tutorial video on Messaging Basics here.

Did this answer your question?