Forwarding a conversation to a colleague or team

Short answer: at the top of the conversation, click Forward and pick a colleague or a team inbox (First Line or Second Line, for example). The recipient is notified that the conversation is with them.

Step by step

1. Open the conversation you want to hand over.
2. Click Forward at the top.
3. From the list, pick the colleague (under Colleagues) or the team (under Teams) that takes it over.
4. The conversation moves to that person or team inbox and the recipient gets a notification.

Good to know

Passing on context before you forward? Add an internal note first. Your colleague then sees right away what you've already tried, without having to plough through the whole conversation.

Sarrai uses the same logic herself: if the AI isn't sure of an answer, she forwards the conversation to the support inbox so a person can pick it up.

Two things to align on with your team. Forwarding overwrites an existing assignment without warning, so you can "pull" a conversation away from a colleague. And only the new recipient gets a notification; whoever loses the conversation isn't told. If you forward to a team rather than a person, no team member gets a personal ping.

Also searched as

"escalate a chat to second line", "hand a conversation over to a colleague", "route a question to a team", "handover of a conversation"

See also

• Assigning a conversation to yourself or a colleague
• Team inboxes: what they are and how you use them
• Adding an internal note (for colleagues only)