To transfer a conversation to another agent during a service interaction in Papo (https://papo.global/), open the conversation and use the assignment options in the side panel. You can manually assign a specific agent, send the conversation to a team's queue, and add an optional internal note to pass on context to the next agent. These actions are invisible to the customer and keep the history organized for the team.
Summary of transfer options
| Action | How to do it | Best for |
|---|---|---|
| Assign to an agent | In the conversation's side panel, change the "Assigned agent" field to your colleague's name. | Handing a case to a specific person, such as a specialist or the person responsible for follow-up. |
| Assign to a team | In the same panel, select the desired team in the "Assigned team" field. | Forwarding to a department, such as Sales, Support, or Finance, without choosing an agent. |
| Add an internal note | Before transferring, log a private comment in the conversation with the context. | All transfers, so the next agent doesn't have to start from scratch. |
How to transfer a conversation to another agent
The transfer is done directly on the service screen, without leaving the conversation.
- Open the conversation you want to transfer.
- In the right side panel, find the Assigned agent field.
- Click the field and select the name of the agent who should take over the service.
- The conversation leaves your queue and moves to the chosen agent's inbox.
Before transferring, you can add an internal note in the conversation itself. For example: "Customer wants to change the invoice due date. I've already confirmed the details." That way, your colleague receives the case with context and doesn't need to repeat questions.
How to transfer to a team
When the subject requires a specific department, use team assignment.
- With the conversation open, find the Assigned team field in the side panel.
- Select the appropriate team, such as Sales, Support, or Finance.
- The conversation enters that team's shared queue.
If automatic assignment is enabled for the team, Papo assigns the conversation to an online, available member on a rotating basis. Otherwise, any member of the team can take it over manually.
How the internal note helps with the transfer
The internal note works as a private message inside that conversation. It is visible only to the team, never to the customer. When transferring, you can use the note to:
- Summarize what has already been resolved.
- Explain what the customer needs now.
- Mention a colleague or team to give immediate visibility.
- Record an internal decision or approval.
This reduces rework and prevents the customer from having to repeat the same information for each new agent.
When to transfer during a service interaction
A manual transfer makes sense when:
- The case requires a specialist, such as level 2 technical support.
- The service needs to move to another department, such as from pre-sales to sales or from support to finance.
- There is a shift change and another agent will continue the follow-up.
- A manager needs to review or approve an action before the reply.
- The conversation reached the wrong person and should go to the correct team.
For recurring, automatic transfers, Papo also lets you set up automation rules that assign conversations to a team based on triggers, such as the source inbox or a tag.
Frequently asked questions
What is the difference between assigning to an agent and to a team?
Assigning to an agent makes that person the sole owner of the conversation. Assigning to a team places the conversation in a shared queue, where any available member can take it over, either manually or automatically.
Is the customer notified when the conversation is transferred?
No. The transfer and internal notes are actions invisible to the customer. The conversation continues in the same history, with no external notice.
Can I transfer and leave context at the same time?
Yes. Before changing the agent or the team, add an internal note with a summary of the case. The next agent will see this note in the conversation history.
Do I need to configure anything to transfer manually?
No. The assignment options are available in the conversation's side panel. Additional configuration is only needed if you want to create automatic transfers with automations.
Where does the conversation go after I assign it to a team?
It enters the shared queue of the selected team. If automatic assignment is active, Papo routes it to an online, available member; if not, any member of the team can take it over.
Read also
- How to use Internal Notes to collaborate on a service interaction?
- How to set up rules to automatically assign conversations from a specific channel to a team
The first user is free, no card required, and you can connect your WhatsApp to transfer conversations between agents in the same panel.