Not every conversation should stay with the agent who picked it up. TixTalk lets you assign a chat to a specific teammate — or transfer it to someone better suited — so customers always reach the right person.
Assign a conversation
- Open the conversation from your Live Chat inbox.
- Choose Assign in the conversation panel.
- Pick the agent who should own it.
The chosen agent immediately becomes the conversation's assignee. Everyone watching the inbox sees the update in real time, so there's no confusion about who's responsible.
Transfer to another agent
Transferring works the same way — you're simply changing who's assigned.
- Open the conversation you want to hand off.
- Choose Assign and select the new agent.
- The conversation moves to their queue right away.
The conversation shows its new owner for everyone with the inbox open.
Reassigning a chat does not send the new owner a notification — there is no bell alert, email or push for a chat handoff. Tell them in your team chat, or leave an internal note and let them know you have done it.
Hand off cleanly with an internal note
Before you transfer, leave context so the next agent can pick up without asking the customer to repeat themselves.
- Add an internal note to the conversation summarizing what's happened and what's needed.
- Then reassign to the new agent.
Internal notes are private to your team and never shown to the customer, making them ideal for handoff details like account status, steps already tried, or promised follow-ups.
Keep everyone in sync
Assignment changes broadcast live across your workspace. When a conversation is reassigned:
- The new owner sees the conversation listed as theirs.
- Teammates viewing the same chat see the updated assignee without refreshing.
This keeps your whole team aligned, even during busy periods when chats move between agents quickly.
Establish a simple rule for who owns what — for example, billing questions go to your finance-savvy teammate — so assigning is fast and obvious.