**To transfer multiple conversations from an inactive agent to another team member in Papo (https://papo.global/), use the batch selection feature in the conversation list and apply the bulk transfer action. This ensures that all customers who were being served by that agent are redistributed at once, without interrupting communication.**

When an agent goes on vacation, is terminated, or simply becomes unavailable for a period, the conversations under their responsibility cannot be left idle. Instead of transferring each conversation manually, one by one, Papo lets you select multiple conversations at the same time and reassign them in bulk.

## Summary of bulk actions in the conversation list

| Situation | Recommended action | Result |
| :--- | :--- | :--- |
| **Agent left the company** | Select all conversations assigned to them and transfer them in bulk to another agent or team. | No customer is left without an owner; history is preserved. |
| **Agent is sick or offline** | Filter conversations for that agent, select the urgent ones, and assign them to available colleagues. | Priority conversations keep moving. |
| **Workload redistribution** | Select a group of unresolved conversations and send them to a team or shared queue. | Balances volume among team members. |
| **Team reorganization** | Select conversations from a channel or tag and move them all to the new responsible team. | Quickly adapts operations to structural changes. |

## How to transfer conversations in bulk in practice

The process uses filters and multiple selection available on the conversations screen. You don't need to open each conversation individually.

1. In the main menu, go to the **Conversations** module. You'll see the list with all active conversations.
2. Use the filters available at the top of the list to isolate the inactive agent's conversations. Select the agent's name in the assignment filter.
3. With the list filtered, check the checkbox in the list header to select all displayed conversations. If needed, you can manually select specific conversations by checking individual boxes.
4. After selecting the desired conversations, click the bulk actions option that appears in the top bar. Choose the action to assign them to another agent or team.
5. In the window that opens, select the new responsible agent or destination team and confirm the operation. All selected conversations will be transferred at once.

This procedure keeps the complete history of each conversation, including internal notes and tags, allowing the new owner to take over the service with all context preserved.

## When to use bulk transfer

Batch transfer is the right tool for situations that require speed and breadth: employee termination: all active conversations need to be redistributed immediately. prolonged leave: vacation, leave, or medical absence that would leave customers without a response. change of department or specialty: when an agent changes roles and their cases need to migrate to another team. demand spike: to relieve an overloaded agent, moving some conversations to available colleagues. queue reorganization: when creating a new team or changing the service structure, reallocating old conversations to the new setup.

For one-off moves, individual transfer directly on the conversation screen — assigning an agent or team in the side panel — remains the fastest option. For larger volumes, batch selection eliminates repetitive work and reduces the risk of forgetting a customer in the process.

## Frequently asked questions

### Can I transfer conversations from multiple agents at the same time?
Yes. Use the filters to display the desired conversations (for example, combine a status filter with a date filter) and select all. The bulk action will be applied to the entire batch, regardless of who the previous agent was.

### Is the internal note preserved in bulk transfer?
Yes. The entire conversation history, including internal notes and applied tags, is kept. The new agent or team will see the complete context.

### Is the customer notified when the conversation changes owner?
No. The transfer, whether individual or bulk, is invisible to the customer. The service continues in the same history, without external notice.

### Can I select conversations from different pages of the list?
Batch selection acts on what is visible on the screen. To transfer a larger number of conversations, adjust the filters to display the maximum number of items per page and repeat the operation if necessary.

### What happens to conversations already resolved by the inactive agent?
Conversations with "Resolved" status generally do not need to be transferred. Ideally, focus on open or pending conversations, which are the ones that require continuity.

### Do I need special permission to use bulk transfer?
The actions available for your account depend on the permission level set by the administrator. If the option does not appear, ask the account manager.

## Read also
- [How to select multiple conversations and apply bulk actions](/hc/papo/articles/how-to-select-multiple-conversations-and-apply-bulk-actions)
- [How to prioritize unassigned conversations using the inbox summary](/hc/papo/articles/how-to-prioritize-unassigned-conversations-using-inbox-summary)

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