Can other agents access Assigned conversations?

Can other agents access Assigned conversations?

Yes, other agents can view conversations that are in the Assigned state—but they cannot reply unless the chat is reassigned or overridden by someone with the right permissions.

🔍 What Happens When a Conversation Is Assigned?

Role

Can View?

Can Reply?

Can Reassign or Take Over?

Assigned Agent

✅ Yes

✅ Yes

🔄 Can unassign or transfer

Other Agents

✅ Yes

❌ No

🚫 Cannot take over directly

Admins/Managers

✅ Yes

✅ Yes

✅ Can reassign or take control

💡 In the UI, a lock icon or an “Assigned to [Agent]” tag indicates restricted access for other agents.

🛠 What Can Other Agents Do with Assigned Conversations?

  • View message history for context
  • See customer details and tags
  • Request a handoff via internal notes or comments (if your platform supports it)

They cannot:

  • Send replies directly
  • Modify the assignment unless they’re an admin or manager

🔄 How to Take Control or Reassign a Chat

If you're an admin, owner, or manager:

  1. Go to the Assigned chat in the Inbox
  2. Click the “Assign to…” dropdown
  3. Select yourself or another teammate

If you’re a regular agent:

  • You must request reassignment from someone with admin rights

⚠️ Edge Case: Agent Offline or Unavailable

If the assigned agent is:

  • Offline
  • On leave
  • No longer part of the team

→ An admin/manager can take control immediately to avoid delays.

📚 Related FAQs