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Take over or intervene in an operator's live conversation

A Supervisor either takes full responsibility for an operator's conversation, or posts a reply or internal note while leaving the operator responsible — a lighter touch for a quick correction or coaching moment.

When this happens: Supervisor opens a conversation another operator is handling and chooses Take over or Intervene.

Step by step

  1. 1

    Open a conversation held by *Diego* and clicks Take over.

    EasyCRM confirms: You will become responsible for this conversation. Diego will be notified.

  2. 2

    Confirm.

    Sets ResponsibleUserId = the Supervisor; writes AssignmentHistory with TakeOver, Diego, ByUserId = the Supervisor. EasyCRM notifies Diego and moves the conversation into the Supervisor's Inbox views.

Other paths

Intervene instead

If clicks Intervene instead. EasyCRM opens the composer without changing ResponsibleUserId. Send a reply: This is Maria's manager — let me clarify the return policy EasyCRM posts the message with Operator (unchanged shared identity) and AuthorUserId = the Supervisor; Diego remains responsible. No AssignmentHistory row is written.

Intervene with an internal note

Add an internal note instead of a customer-facing reply: Escalate if this repeats EasyCRM stores it as an internal-note Message with AuthorUserId = the Supervisor, never delivered to the customer.

If something goes wrong

Conversation already resolved

The conversation is already Resolved or Refused/Lost. Take over and Intervene are both still available — a Supervisor may still take responsibility or leave a note on a closed conversation.

Good to know

  • Both actions require the same permission; the choice of Take Over vs. Intervene is made explicitly by the Supervisor, never inferred. |
  • Intervening never changes who is responsible; it is visible only through the message's AuthorUserId. (FR-24-011, UC-25.15) |
  • Taking over writes AssignmentHistory; intervening does not.