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Notify an operator that a conversation has been transferred to them

When a colleague or the AI Assistant hands a conversation to a human, the receiving operator is notified with a "transferred to you" message that names the previous responsible party. A Supervisor's take-over instead notifies the operator who lost the conversation ().

When this happens: FR-24 records a Transfer, TakeOver or AI-handover assignment.

Step by step

  1. 1

    Radu transfers the WhatsApp conversation with Ana Popescu to colleague Elena Rusu, with a note Needs billing team.

    EasyCRM records the transfer (FR-24) and updates the conversation's current and previous responsible user. EasyCRM creates a ConversationTransferred notification for Elena, naming Radu as the previous operator and including his note, and pushes it.

  2. 2

    Elena opens the notification and lands on the conversation with its complete history, including Radu's note.

Other paths

Supervisor takes over

Maria takes over Radu's live conversation directly. ConversationTakenOver fires for Radu instead: Maria took over your conversation with Elena Maria, now responsible, is not notified of her own action.

Ai hands over to a human

The AI Assistant transfers an Auto Reply conversation to an operator (UC-28.22, UC-28.23, UC-28.26). ConversationTransferred fires for the receiving operator, naming the AI Assistant as the previous responsible party.

If something goes wrong

No operator available to receive the transfer

The transfer target has no eligible operator and the conversation returns to the shared Inbox as unassigned. ConversationTransferred does not fire; the unassigned alert applies instead.

Good to know

  • Transfer notifications name the previous responsible party so the receiving operator has context.
  • The AI Assistant is a valid "previous responsible party" but never a notification recipient. (BRD §3.9)