#How to change who handles a conversation in Live Chat?

Use the Attendance panel, at the bottom of the contact panel, to the right of the conversation. With the conversation in the queue, click Take to keep it. To hand it to someone else, open the panel and use Transfer (or Assign, if nobody is handling it yet). To let it go without handing it to anyone, use Return to queue.

This page covers the manual change. The rules that pick an attendant automatically (teams, round-robin, 1-to-1 rotation) are in Attendant assignment.

Before you start

• Where: Attendance › Conversations › open the conversation. The Attendance panel shows once the conversation has messages or someone handling it.
• Role: see the "Who can do what" table further down.

#Take a conversation from the queue

1. Open the conversation. At the bottom of the contact panel, the status reads Waiting and In the general queue.
2. Click Take.

The panel confirms with "✓ You took it", the status changes to In progress and the detail reads With you. If someone took it first, you see "Someone else already took this conversation".

#Transfer or assign to a colleague

1. Click the status at the bottom of the panel or the View attendance details button. The Attendance modal opens.
2. Under Who is attending, click Transfer (when someone is already handling it) or Assign (when the conversation is in the queue).
3. In the Transfer conversation or Assign attendant modal, search for the person in Search attendant... and select them.
4. Click Confirm.

People without access to the conversation's channel show in the list disabled, marked No channel access. The person already handling it shows as Current attendant and cannot be picked either. In the queue, picking yourself is the same as taking it.

You can also change the assignee from the selector at the top of the conversation; see Conversation header.

#Return the conversation to the queue

1. Open the Attendance modal from the bottom of the panel.
2. Under Who is attending, click Return to queue.

The conversation is left without an assignee, goes back to the Queue tab, and the panel confirms with "✓ Returned to the queue".

#Who can do what

To take over a conversation someone else is handling, a supervisor uses Transfer and picks themselves. An attendant who does not supervise and wants to pass the conversation on can return it to the queue so someone else takes it.

#What else is in the Attendance modal

• AI in this conversation: choose Off, Copilot or Autonomous for Max in this conversation.
• Priority: Low, Normal, High or Urgent. Priority is also a filter of the conversation list.
• Assignment history: every change of who handles it, with date and time (assigned, transferred, left the conversation, resolved), most recent first.

#If it didn't work

• "This agent doesn't have access to this channel": the person does not handle this conversation's channel. Pick someone else or adjust their channels.
• "The conversation is already with this person": it is already theirs; nothing changed.
• "You do not have permission to do this": the action requires supervising attendance (see the table above).