🔍 General information and handoff methods can be found in the following article.
Handoff methods
If you need to hand off all user cases and assign them to a new person responsible, then you should use the method In all entities at once. To do this, check this option in the window and click on the Continue button.
Permission selection
That is, you need to specify the new person responsible.
💡 The system will automatically fill out the selection fields with the user who initiated the handoff (the administrator or the Workspace owner). However, you can specify any other user if needed.
The new person responsible can be:
- Employee. You can select any company employee. Once the process is complete, they will become the new person responsible for all elements instead of the original employee for whom the handoff was initiated.
The employee selected at this step will also become the owner or moderator of any groups where the user, for whom the case handoff was initiated, previously held those roles.
- Head. Here, all cases will be transferred directly to the head of the employee. If the employee belongs to two departments, you will be able to select which head to assign the cases to.
After completion, this head will be responsible for all cases previously assigned to the employee for whom the handoff was initiated.
The head will also become the owner of any groups where the employee, for whom the case handoff was initiated, previously held that role.
- Department. This option means all cases will be handed off to employees of the selected department. The system will automatically distribute the cases randomly among all department members.
☝🏻 Note: Handoff to a department is currently unavailable. Stay tuned for updates! 😉
To assign a person responsible, select the desired user by clicking on them. They will immediately appear in the selection field.
If you accidentally select the wrong employee as the new person responsible, remove them by clicking the cross next to their name and then select another colleague.
After you have specified the new person responsible, proceed to the next step by clicking the Continue button.
Information verification
This section displays information about which employee’s cases will be transferred to whom within all entities at once.
Please pay special attention to the responsible users for automatically created elements during the operation of certain Workspace functions. These include situations such as incoming calls, when a client messages to a chat via a website widget or messenger, when a conditional action triggers, or when a CRM form is submitted.
Case handoff does NOT replace the current person responsible with a new one in the settings of specific Workspace functions. This means the new person responsible will only be assigned to already existing elements, not to those that may appear later in the system through automatic processes.
For example, if you want new submitted forms entering your CRM to also have the new person responsible assigned, you need to configure this separately within the relevant tool.
Handoff process
When everything is ready and you are satisfied with the configured data, start the process by clicking the Hand off cases button.
💡 If you need to make any changes, you can use the To the previous step button to edit the configured data where necessary.
A message confirming the successful start of the process and the progress of the case handoff will appear in the window.
❗️ You will no longer be able to interrupt the process, even if you close the window.
💡 For convenience, you can minimize the window by clicking the corresponding button.
The process will continue uninterrupted. You will be able to monitor its progress in a compact information block.
If needed, you can expand the window again to restore the full view.
Once the handoff is completed successfully, you will see a confirmation message.
You can continue working! 👍🏻
❗️However, note an important detail: if a large number of elements (e.g., leads, deals, tasks) were transferred, the old responsible user may still appear in the interface for a short time after completion, and filters by responsible users might temporarily not work correctly.
This is because the index update is not instantaneous, and the system needs a bit of time to refresh the data across all sections.
If you have additional questions or you need to contact the support, send a request to this email [email protected]
Created: February 23, 2023 / Updated: June 3, 2025