Assign, transfer, notes and calls
#Assign a conversation
Click Assign in the chat header and pick a team member. The chat appears in their list and they're notified. Chats with nobody handling them show under Only chats nobody is handling, so nothing is missed.
#Transfer a conversation
Click Transfer Conversation, choose who to Transfer To, and add an optional internal note explaining why. The new owner sees the full history.
#Hand a chat to the AI, or take it back
- Give a chat to the AI agent by assigning it to the agent. Use Apply AI Agent to All Chats to let the AI handle every open chat.
- When a team member starts typing in a chat the AI is handling, the AI holds back its reply (see the human takeover window in Hand-off, escalation and follow-ups).
#Internal notes
Click Add Note to Customer to write a note on the conversation. Notes are visible to all team members and never sent to the customer. Use them to record what was promised, the next step, or anything a colleague should know.
#Automatic routing
With Agent Routing (in Settings), new chats can be shared out automatically, for example by department (Department (Smart Routing)) or evenly across available agents. See Agents, team and routing.
#Calls
Where WhatsApp calling is enabled for your number, you can see and manage calls from the chat, alongside the messages.
#Response times
Chats that wait too long are marked SLA Breached, so your team can see which customers need attention first.