How to Assign a Chat to Yourself or Another Agent
Take over a conversation yourself, or hand it to a specific teammate, straight from the conversation view.
Before you begin
When a customer needs a person, you can take the conversation yourself or pass it to the right teammate without leaving the chat. Both actions live behind one control in the conversation header.
Plan availability
Assigning chats is part of human takeover, available on the Enterprise plan and during the free trial. You also need human support enabled and the chat to be active.
Open the assign menu
Open a conversation from Conversations or Live Chats. In the chat header, select the assign icon (the queue/list icon) to open the menu.
The menu has two choices:
- Assign to me, take the conversation yourself.
- Assign to another agent, hand it to a specific teammate.
Assign a chat to yourself
Choose Assign to me
Select Assign to me. ChatFlow assigns the conversation to you and takes you to Live Chats so you can reply.
Pick up where the AI left off
A system note, "[Your name] has taken over this conversation", is added so everyone can see the handoff. Read the earlier exchange, then reply in the composer.
Requirements
To assign a chat to yourself you must be set to Available and under your chat limit. Set your status from Live Chats, and your limit is configured in Manage Agent Settings. Supervisors can take a chat even when at capacity.
Assign a chat to another agent
Choose Assign to another agent
Select Assign to another agent. ChatFlow loads your team and opens the Assign to Agent window.
Pick a teammate
Each agent card shows their name, status (Available, Busy, or Offline), and current workload, for example 1/3 chats. The agent already on the conversation is tagged Current. Agents who are offline or at capacity show a short note and cannot be selected. Select an available agent.
Assign
Select Assign. The window closes, you stay on the conversation, and a system note records that you assigned it to that agent.
Supervisor capacity override
If you are a supervisor and pick an agent who is at capacity, ChatFlow asks you to confirm before force assigning. Regular agents can only assign to teammates who are available and under their limit.
Verify it's working
- Open an active conversation and select the assign icon.
- Choose Assign to me and confirm you land in Live Chats with the conversation open and the takeover note in the thread.
- From another conversation, choose Assign to another agent, pick a teammate, and confirm the system note names them.
Troubleshooting
I do not see the assign icon
The control is hidden when a chat is closed or no longer active, or when your role cannot take over chats. Confirm the conversation is active and that you are at least an agent. See Manage Agent Settings.
"This conversation is already assigned to another agent"
A conversation can be assigned to one agent at a time. Only a supervisor can reassign a chat that is already with someone else.
The agent I want is greyed out
They are offline or at their chat limit. Ask them to set themselves Available, raise their limit in Manage Agent Settings, or, as a supervisor, confirm the capacity override.