Assigning Conversations to Team Members

Not every conversation needs to be handled by whoever happens to accept it first. Widgion lets you bring a specific team member into a conversation directly, so you can route requests to the right person instead of leaving assignment to chance.

Accessing the Option

Inside any conversation, click the "..." menu at the top, next to Copilot. This opens a small menu with three options: Invite agent, Transfer conversation, and Report as spam.

Inviting an Agent

Click Invite agent to bring a specific team member into the conversation. This opens the Invite agent window, where you can select who to add from the Select agent dropdown, and optionally include a note for them explaining why they're being brought in or what to focus on. Once you've made your selection, click Invite agent to confirm.

Transferring a Conversation

Where Invite agent adds someone to a conversation, Transfer conversation hands it off entirely, either to another agent or to a department. Click Transfer conversation, choose who or which department should receive it from the Transfer to agent dropdown, and optionally add a note giving the receiving agent context before confirming with Transfer. This is the better option when a conversation needs to move to someone else completely, rather than simply bringing in extra support.

Seeing Who's Assigned

Once a team member has been invited, they appear as the Assignee in the Details panel on the right, replacing Unassigned. This gives anyone opening the conversation a quick way to see who is responsible for it, without needing to check the "..." menu each time.

Choosing the Right Approach

Use Invite agent when you already know who should be handling a conversation, whether that's someone with more context, more experience with a specific issue, or simply the right person available at the time. This keeps requests organized and ensures conversations don't get stuck waiting for whoever happens to check the queue next.