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Every chat has one owner: the person who answers it. That way two people never reply to the same customer, and nobody thinks “someone else has it”.

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New chats

New chats go to the front desk person. An admin chooses who that is in Team with Gets new chats.

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Handing over

Use the Owner menu at the top of a chat to give it to someone else. They become the owner and get a notification. To ask someone to help without handing the whole chat over, tag them in an internal note. They become a helper on the chat. The owner and helpers show on every chat in the list, so everyone can see who’s on it.

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Finishing

I'm done

You’ve finished your part, for example as a helper. The chat stays open for the owner.

Close

The conversation is over. Closes the chat for everyone (owner or admin).
When you Close a chat:
  • it moves to Closed,
  • 🚩 Urgent and Follow up are cleared (labels stay),
  • the next chat in your list opens straight away.
If the customer writes again, the chat reopens by itself. You can also open it from Closed and tap Reopen.