Assign, hand off, and resolve conversations
Read before changing ownership
Open the conversation, check its handling state and current assignee, and read **Already shared with support** when available. Customer context can explain what they tried before reaching the team.
Take or assign a conversation
1. Use **Assign conversation to me** to take an unassigned conversation.
2. To choose another agent, open **Assignee** in Details and select an authorized staff member.
3. Confirm the new assignee appears before relying on the handoff.
4. Add an internal note when the next person needs background that should not be sent to the customer.
Coordinate AI and the team
AI handling, a requested handoff, and a staff assignment are separate states. Use the available conversation actions to take over or cancel a handoff when appropriate. Read the latest state after the action; do not assume that selecting a different queue changes handling.
Resolve or reopen
Use **Resolve conversation** after the issue has been addressed. Resolution organizes the Inbox; it does not cancel an order, issue a refund, or confirm a payment. Use **Re-open conversation** from the available actions if work remains. Check the assignee and reply state again after reopening.
Check the outcome
Review Details and Activity after a change. If an action fails, refresh the conversation and check its current state before repeating it. Another agent may have updated it while you were working.