Operations
Keep customer ownership clear
COnnect treats customer responsibility as shared team context, not private employee memory.
Find the current owner
Open the customer or conversation details in PC Web or Admin Console. Review the current owner, department, source account, labels, notes, and latest activity before taking action.
A team member can be responsible for one customer conversation without receiving access to every conversation or setting on the connected channel.
Hand off a conversation
- Open the customer conversation and choose the handoff or owner adjustment action available to your role.
- Select an active teammate who is allowed to receive the customer within your organization scope.
- Add an internal reason or note when the team needs to understand the change.
- Confirm the new owner, then verify that the conversation and future pending-reply work point to the right person.
Keep context visible
Customer history, labels, notes, summaries, and open tasks remain useful after a handoff. Do not copy passwords, PINs, or unrelated private information into notes. Use the customer timeline and task owner to record the next business action.
For response queues, continue with Work through pending replies. For Telegram-specific boundaries, read Use company Telegram accounts.