Who Can Send in Someone Else's Chat
You can send messages when:
- The conversation is assigned to you, or
- Your role is admin or supervisor
Managers cannot send in another agent's chat unless they are assigned to it.
What you see
Header may show Assigned to an agent name or Handled by Bot.
If the chat belongs to someone else and you are not admin/supervisor:
- Banner: Conversation assigned to an agent name
- Hint: Only supervisors and admins can send messages or handover conversations assigned to other agents.
- Send button may show Assigned to an agent name or Another Agent instead of Send
Take over first
For bot-handled threads, use Take Over before sending. See Take Over, Assign, Return to Bot.
Handover error if you try to return a chat you do not own: You can only handover your own conversations. This conversation is assigned to the other agent's name.