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Transferring a conversation hands the service over to whoever can solve it. It is common when a customer starts with one area and needs another: someone talking to sales who needs technical support, or an invoice request that belongs to finance. BluBash has three kinds of transfer:

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Transfer to another team or team member

Transfer Conversation window with team, user and reason fields
1

Open the conversation

In Conversations, open the conversation you want to transfer.
2

Click Transfer

The button with two arrows is at the top of the conversation. Hover over it to see Transfer. The Transfer Conversation window opens.
3

Choose the team

In Select Team, choose the destination team. The field is required and shows how many members each team has.
4

Choose the team member (optional)

In Select User, choose a person from the team. To leave the conversation with the team, with no specific person, choose No specific user (Transfer to team only).
5

Enter the reason (optional)

In Reason, answer Why are you transferring this conversation?. The reason is internal: the contact does not receive this text.
6

Click Transfer

The conversation leaves your hands and appears for whoever received it.

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What happens next

  • The conversation status becomes Transferred.
  • If you chose a person, they see the conversation highlighted with Transferred to you - requires attention. To reply, they click Assign to me.
  • The full history, the internal notes and the contact’s tags stay with the conversation.
  • The contact does not receive an automatic notice about the transfer.
Before transferring, leave an internal note with a summary of the case and fill in the Reason field. Example: “Customer needs a copy of the September invoice. I already confirmed the company ID and email.”

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Hand the conversation back to an AI agent

When the human part is done, you can pass the conversation to an AI agent to continue.
1

Click Handoff to AI

The button with a sparkle icon is at the top of the conversation, next to Transfer.
2

Choose the agent

The window lists the active AI agents. Use Search agents… if there are many. The selected agent shows Will take over this conversation.
3

Enter the reason (optional)

Describe what the AI should continue, for example “collect the documents for the proposal”.
4

Confirm

Click Handoff to AI. The agent takes over the conversation, and the message box shows AI Agent Active.
While an AI agent is handling the conversation, the Transfer and Handoff to AI buttons are hidden. To transfer to another team, first click Take Over.
Hand off to the AI →

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How the AI agent transfers to the team

With the Transfer to Team skill configured, the agent transfers the conversation when it identifies the situation you described, for example “customer asked for a quote” or “customer wants to talk to a person”. The conversation reaches the team like any other transfer, and the Add Note skill lets the agent leave a summary first.
Conversation transferred by the AI agent to the team
Configure skills → · Hybrid service →

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Best practices

  • Transfer to a person when you know who will solve it. Transfer only to the team when anyone in that area can help.
  • Write the reason as if the recipient knew nothing about the case.
  • Do not transfer just to pass on a difficult customer. Record the situation in a note and involve your manager.
  • Let the customer know when it makes sense, for example: “I’m passing your request to our finance team, who will continue with you shortly.”

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Common issues

The conversation is with an AI agent. Click Take Over and then Transfer.
There is no other team available to receive the conversation. Ask an Administrator to review the teams and their channels.
No AI agent is active. An Administrator needs to activate an agent.Activate or deactivate an agent →

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Next steps

Internal notes

Share context with the team without the customer seeing it.

Close a conversation

Wrap up the service when the subject is resolved.