How to assign, transfer, turn off AI, or reopen a conversation
From the conversation's actions menu, in the app, you can take over the service, pass it to someone else, turn off the AI for that conversation, close it, or reopen it.
1 min readBasicUpdated on November 12, 2026
Video lesson coming soon. For now, follow the steps below.
On this page
Every conversation has an owner and a status. The actions menu is where you change that: who handles it, whether the AI keeps responding, and whether the service is finished.
Step by step
- Step 1:
On the Conversations tab, tap the conversation.
- Step 2:
Tap the actions button, in the top corner.
- Step 3:
Choose the action. Assign to me puts the conversation under your name. Choose owner passes it to another team member. Transfer department sends it to another department.
- Step 4:
Turn off AI for this conversation makes the AI stop responding to just this customer, so a person can take over. Close conversation ends the service.
- Step 5:
Tap the action. Here, Assign to me.
- Step 6:
The conversation now shows the change. In a closed conversation, the same menu offers the option to reopen the service.
How to know it worked
The conversation now shows the new owner or new status, and it appears in the My Conversations filter when it's assigned to you.
If something goes wrong
I don't see the transfer department option.
It shows up when the company has departments set up. Departments are created in the web dashboard.
Next step
Filter conversations to find the ones assigned to you.
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