# Hand a chat to someone or another team, and say why > In the SkedX Flow inbox, the chat header shows who has the chat and its team in one control: “Riya · Team 1”, “Unassigned · Team 1” or “Riya · Not on a team”. Click it to search people or teams. A Suggested person comes first — in the chat’s team, not away, with the fewest open chats. People are grouped by team (the chat’s team and yours first; the rest behind “+ N more people in N teams”), each with their open chats, “away” (out of office, busy or not seen for 30 minutes) and “has it now”. Or move to a team only: the team’s turns pick the person. Add an optional reason — Language, Specialist needed, Booking, Shift ending, or a line of your own — and click Hand to or Move to . Picking a person from another team moves the chat to that team too. The chat shows a record line, for example “Riya handed it to Arjun · Team 2 · “Needs the doctor””. On a phone, the chat’s menu has Person and team… with the same panel. Assign to me on a chat row is unchanged. To assign many chats at once (old chats, imported history): tick them with Select, click Assign, search a person and add an optional reason. Needs the permission to assign conversations; a view-only workspace (plan ended) saves nothing. API: POST /api/conversations/assign/ {conversationId, agentId, squadId?, reason?}; POST /api/conversations/status/ {conversationId, squadId, reason?}; GET /api/inbox/team-load/ for open chats and away. Product: SkedX Flow · Topic: Inbox · Draft — steps not yet re-verified in the live product When a chat needs someone else, hand it over in two clicks — and say why, so they don’t have to ask. Person and team are one control. ## Step 1: Click who has the chat Open a chat. In the header, **Arjun · Team 2** says who has it and which team. Click it. Open it directly: https://flow.skode.ai/inbox ## Step 2: Pick a person, and say why Type a name or a team in the search box, or take the **Suggested** person — in the chat’s team, not away, with the fewest open chats. Each person shows their open chats and **away**. Under **Why?** tap a reason or write a line — it’s optional. Click **Hand to Yuna**. ## Step 3: Or move it to a team only Under **Or move to a team only**, pick a team. Nobody is picked by hand: the team’s own turns choose the person, as for a new chat. The reason works the same way. ## Step 4: The chat says who, to whom and why A line in the chat records it — Riya handed it to Arjun · Team 2 · “Needs the doctor” — so the next person knows why without asking. ## Common questions ### Can I do this from the Inbox in SkedX CRM? Yes. The same person and team control sits in the chat’s header there: on a computer beside the stage, on a phone in its own row under the bar. It saves through Flow, so both show the same owner. ### How do I assign many old chats at once? Click **Select** at the top of the chat list, tick the chats, click **Assign**, search the person and, if you like, add a reason. This is how to share out chats from before your team rules — including history imported from Instagram, Facebook and WhatsApp. ### I picked someone from the other team. Which team is the chat in now? Theirs: picking a person from another team moves the chat to that team too. ### What does away mean? The person set themselves Out of office or Busy, or hasn’t been seen in Flow for 30 minutes. You can still hand them a chat. ### Where did Assign agent and Team / Department go? They are one control now, the person and team in the chat header. Both jobs are inside it. On a phone, the chat’s ⋮ menu has **Person and team…**. ### Does handing over count against the team’s split? No. On the [Team scorecard](https://skode.ai/help/flow/insights/compare-your-teams-in-analytics/), Chats received stays with the team the chat was first sent to. ## Useful links - Inbox in SkedX Flow — the person and team in the chat header: https://flow.skode.ai/inbox Videos and screenshots © 2026 SkedX, with sample data only. Share and link to them freely; copying the SkedX product or its design is not allowed. Terms: https://skode.ai/terms/ ## Related guides - Let each team see only its own chats: https://skode.ai/help/flow/team/let-each-team-see-only-its-own-chats/ - Make new chats take turns between your teams: https://skode.ai/help/flow/team/make-teams-take-turns-on-new-chats/ - See what is waiting on your team, and filter the inbox by team: https://skode.ai/help/flow/inbox/see-what-is-waiting-on-your-team/ - Compare your teams in Analytics — the Team scorecard: https://skode.ai/help/flow/insights/compare-your-teams-in-analytics/ - What you see in a Flow conversation: every message as your customer saw it: https://skode.ai/help/flow/inbox/what-you-see-in-a-flow-conversation/ - Write a team note in a chat — only your team sees it: https://skode.ai/help/flow/inbox/write-a-team-note-in-the-flow-inbox/ Source: https://skode.ai/help/flow/inbox/hand-a-chat-to-someone-or-another-team/