Can other agents access Assigned conversations?

Assigned conversations: who can view and reply

Yes, other agents can view conversations that are in the Assigned state—but they cannot reply unless the chat is reassigned or overridden by someone with the right permissions.

🔍 What Happens When a Conversation Is Assigned?

Role	Can View?	Can Reply?	Can Reassign or Take Over?
Assigned Agent	✅ Yes	✅ Yes	🔄 Can unassign or transfer
Other Agents	✅ Yes	❌ No	🚫 Cannot take over directly
Admins/Managers	✅ Yes	✅ Yes	✅ Can reassign or take control

Tip : In the UI, a lock icon or an “Assigned to [Agent]” tag indicates restricted access for other agents.

🛠 What Can Other Agents Do with Assigned Conversations?

View message history for context
See customer details and tags
Request a handoff via internal notes or comments (if your platform supports it)

They cannot:

Send replies directly
Modify the assignment unless they’re an admin or manager

🔄 How to Take Control or Reassign a Chat

If you're an admin, owner, or manager:

Go to the Assigned chat in the Inbox
Click the “Assign to…” dropdown
Select yourself or another teammate

If you’re a regular agent:

You must request reassignment from someone with admin rights

⚠️ Edge Case: Agent Offline or Unavailable

Warning : If the assigned agent is offline, on leave, or no longer part of the team, an admin or manager can take control immediately to avoid delays.