> ## Documentation Index
> Fetch the complete documentation index at: https://docs.onecommerce.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Who answers which chat

> Owners, the front desk, handing over, and closing chats.

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".

## New chats

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

## 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](/inbox/notes-and-quick-replies.md). 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.

## 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**.


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