How to assign or transfer a conversation to another person or department
Set who handles each conversation: assign it to yourself, pass it to a teammate with a note, or transfer it to a department.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Every conversation can have an owner and a department. That way, the team knows who is handling each customer and no one replies twice. When you hand off a conversation, you can leave a note that only the team can see.
Where to find it in Cognizy
Before you start
- Add people in and departments in Departments.
- Anyone with the Agent, Admin, or owner role can assign and transfer.
Step by step
- Step 1:
From the menu, open and click the conversation.
- Step 2:
At the top of the conversation, click Owner.
- Step 3:
If you want, write a Transfer note: it stays in the conversation as an internal note, and the customer cannot see it. Then choose the person. Assign to me puts the conversation under your name.
- Step 4:
Click the name of the person who will take over. The person gets a notification and the conversation starts appearing in their Mine tab.
- Step 5:
To send the conversation to an entire department, click Transfer to department.
- Step 6:
Choose the department. The conversation will start appearing for that department's team.
How to know it worked
The top of the conversation shows the new owner's name and the department, and the transfer note appears in the history as an internal note.
If something goes wrong
The person or department does not appear in the list.
Only active team members and departments that have already been created appear. Check in Settings › People and access.
I transferred it and the conversation disappeared from my list.
Anyone with the Agent role only sees conversations from their departments. An admin or the owner can still see them all.
Next step
To avoid assigning manually, set the AI agent and the default department for each number.
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