> ## Documentation Index
> Fetch the complete documentation index at: https://docs.stchat.app/llms.txt
> Use this file to discover all available pages before exploring further.

# How to assign, transfer and resolve

> Take over a conversation, pass it to someone else, resolve it and reopen it in the Inbox.

## What it is for

Each conversation can have an owner. That way the team knows who is handling it. When the matter is finished, you resolve the conversation.

## Who can do it

* **Claim** a conversation with no owner: anyone with access to the inbox.
* **Assign to someone else** and **Transfer**: Owner, Admin and Supervisor. The screen warns: "Only Owner, Admin and Supervisor can transfer."
* **Resolve**: the conversation owner or an administrator. The Operator can only resolve conversations they own.
* **Return to queue**: the owner themselves or a manager.

## Where to click

At the top of the open conversation are the owner's name (or **Unassigned**), the **Resolve** button and the **More actions** menu.

## Step by step

**1. Take over or assign**

In the **Waiting** tab, click **Claim** on the row or on the conversation banner. To choose someone else, click the owner, search for the member and select them. The **Assign to me** and **Return to queue** options are in the same place.

**2. Transfer, if needed**

Open **Transfer this customer**. Choose **To whom** (a person or **The queue (Waiting)**) and, if the customer has more than one number, **On which number**. The **Reason (required)** comes from a list: **The customer asked for another rep**, **Team change** or **Other** (in that case, tell us the reason). If you want, leave a **Note for the receiver**. Check **Take along** to also send the open deals and tasks. Click **Transfer**.

**3. Resolve**

Click **Resolve** and confirm. The shortcut is Ctrl (or ⌘) + Shift + R. Check **Don't ask again** if you do not want the confirmation.

**4. Undo or reopen**

Right after resolving, **Conversation resolved** appears with **Undo** for a few seconds. After that, under **Resolved**, use **Reopen** on the banner above the message field.

## What happens next

* The conversation leaves **Mine** and goes to **Resolved**. If the customer writes again, it reopens and goes back to **Waiting**.
* Replying to a resolved conversation also reopens it. If it had no owner, it is assigned to whoever replied or reopened it.
* Changing the owner applies to the contact in all conversations, in the Kanban and in tasks. The transfer is recorded in the customer's owner history and in the audit log, and the person who lost the customer gets a notice.
* Resolving an individual conversation notifies the customer according to the setup (for example, a satisfaction survey). In bulk actions, this option comes unchecked. See [Bulk actions](https://docs.stchat.app/en/subcontas/acoes-em-massa.md).

## Common errors

* **Only the conversation owner or an administrator can resolve.** The button is disabled; ask the owner or an administrator.
* **Only the Owner, Admins and Supervisors can assign to other agents.** Use **Assign to me** or ask a manager.
* **This lead was already claimed by another agent.** Someone else was faster; leave an internal note.
* **Couldn't transfer.** Nothing changed; try again.
* **Couldn't resolve.** Check your connection and try again.

## Next step

* [Tags and internal notes](https://docs.stchat.app/en/subcontas/etiquetas-e-notas-internas.md)
* [Bulk actions](https://docs.stchat.app/en/subcontas/acoes-em-massa.md)
* [SLA and priority](https://docs.stchat.app/en/subcontas/sla-e-prioridade.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.