Every conversation has a responsible advisor: you pick them with Assign in the chat panel, with an optional note for whoever receives it, and you change or remove them when needed. If someone else needs to follow the conversation without taking it over — a manager, a teammate who knows the customer — add them as an observer: they see the chat, but the assigned advisor doesn't change.
Assign a chat
- 1
Open the chat panel
In the conversation, open the details panel. - 2
Pick the advisor
Click Assign and pick a team member. If you like, add a Note (optional)… to give them context.
- 3
Change or remove the assignment
To hand it to someone else, assign it again; to leave it with nobody, use Unassign.
The AI agent also assigns on its own, following your agent's assignment rules. In the inbox, filter by Advisor or by Without advisor to see each person's load.
Add observers
The eye icon next to the advisor adds someone as an observer:
- Let them see this conversation too — adds them.
- Also watching — shows who is observing.
- Remove them from the same menu.
An observer sees the conversation but doesn't become the contact's advisor, doesn't count as an advisor anywhere and doesn't get the chat's notifications. They can reply if their role is allowed to reply to chats.
Adding or removing observers requires the permission to manage the contact's collaborators (owners and admins have it by default). Each contact allows up to 25 observers.