When one agent cannot finish alone, transfers, internal notes and co-serving keep things moving — visible to the team, invisible to the customer.
Transfer and invite
Hand a conversation to a specific agent, a group or a supervisor, or invite a colleague to serve together.
- Transfer to agent or group
- Multiple agents on one chat
- Transfer notes recorded
Internal notes
Notes on conversations and tickets stay internal, which makes handoffs and reviews much easier.
- Internal-only notes
- Mention teammates
- Notes kept on the timeline
FAQ
Must the customer repeat the issue after transfer?
No. The receiving agent sees the whole transcript plus the transfer note.
Can customers see internal notes?
Never. They are visible only to teammates with permission.