Hand a client to a teammate
Updated 21 October 2026
The Short Answer
Right-click the chat in your Inbox, or the person in Prospecting, and pick Assign to ▸ then a teammate. The client moves into their account and carries on from their number, with your earlier messages in their thread. Only licensed agents in your team can receive one, and it goes one way.
A hand-off copies the client into your teammate's account; nothing you sent or received is moved or lost.
How do I hand someone over?
- Right-click the chat in your Inbox, or the person in Prospecting.
- Pick Assign to ▸. In Prospecting it sits right after Add to Group.
- Pick a name. The menu ends with Moves them into that person's account, on their number.
For several people, tick them in Prospecting, right-click one and pick Assign All to ▸. A dark line confirms it: Rachel Ong is now in Alex Wong's account., or 4 people are now in Alex Wong's account.
Who can hand clients on, and to whom?
You need Full Access in that account's Inbox or Prospecting — your own account always counts.
The names offered are every licensed agent in the team, the host included, either way round. Agency staff are not listed. Working in a teammate's account you can pick yourself, which moves the client into your own account.
A chat with nobody saved yet is saved as a prospect first, then handed on. Assign to ▸ is not offered on someone already handed on.
What moves, and what stays?
Into your teammate's account go the person's details, situation and notes, their consent and any stop request — someone who said stop stays stopped. Source still says where they first came from.
Messages, files and call recordings stay where they were and are read through the link. Their thread shows your messages under a divider with your name, such as WhatsApp · and your name, then theirs, with a line reading Handed from you to them and the day. Files in your messages open for them.
From then on it is their number, templates, drafts and credits. If they already had this person, it says so: … was already in Alex Wong's account, so their details were added there.
What does my teammate see?
The chat is unread in their Inbox, sorted by its latest message like any other. No alert is sent.
Their first WhatsApp goes from their number, which this client may never have written to, so it needs an approved template, like any first message — see Why do I need a template to message someone? The Do Not Call Registry is checked again before it goes.
What happens on my side?
- They leave your Prospecting and Follow-Ups.
- Automations, Broadcast and scheduled sends skip them, and anything already scheduled is cancelled. A send that tries says … is with a teammate now and offers Skip.
- Your reply assistant stays quiet with them.
If they write to your number again, the chat stays in your Inbox tagged with your teammate's name, you get your usual alert, and you can still reply yourself. Open Profile on that chat opens the person's profile beside it.
Can I take a client back?
Not by hand: a hand-off goes one way. It comes back when your teammate leaves the team, is removed, the team ends, or they delete their copy. Your own copy then returns to your lists and new messages are yours again; they keep the history up to that moment.
Why couldn't I assign someone?
Nothing moves when it is refused, and the message says why:
- Alex Wong's plan has no room for another client. — or Your plan has no room for another client. when an unsaved chat could not be saved first.
- You can only assign to a licensed agent in your team.
- Couldn't assign that. Try again.