Assign And Transfer Conversations

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 new assignee is notified instantly, so nothing slips through the cracks during the handoff.

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 it appear as theirs.
Teammates viewing the same chat see the updated assignee.
The conversation's activity reflects the change.

This keeps your whole team aligned, even during busy periods when chats move between agents quickly.

Tip: Establish a simple rule for who owns what — for example, billing questions go to your finance-savvy teammate — so assigning is fast and obvious.