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Transfer a conversation to another operator

An operator hands their conversation to a colleague, with an optional note explaining the handoff.

When this happens: Operator clicks Transfer on a conversation they are handling.

Step by step

  1. 1

    On a WhatsApp conversation they hold, clicks Transfer.

    EasyCRM shows an operator picker restricted to holders of EasyCrm.Inbox.

  2. 2

    Select *Diego* and types a note: Needs billing — I don't have access.

    Sets Diego; writes AssignmentHistory with Transfer, Reason = the note, ByUserId = the transferring operator. EasyCRM sends the UC-10.6 notification to Diego and redirects future notifications for this conversation to him; moves the conversation into his Inbox views.

Other paths

Transfer without a note

If leaves the note empty and confirms. Proceeds normally; AssignmentHistory.Reason is left NULL.

If something goes wrong

Target cannot hold conversations

If the selected user does not hold EasyCrm.Inbox (e.g. Their role changed after the picker loaded). Rejects with EasyCrm:Routing:TargetNotEligible.

Good to know

  • Transfer requires EasyCrm.Conversations.Transfer, held by the current operator or by any other user in scope. (FR-24-008, ADR-014) |
  • A transfer note is visible to staff only, never to the customer. |
  • Notifications already queued for the conversation redirect to the new responsible user.