{"id":605,"date":"2026-11-07T10:48:10","date_gmt":"2026-11-07T15:48:10","guid":{"rendered":"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/"},"modified":"2026-11-07T10:48:10","modified_gmt":"2026-11-07T15:48:10","slug":"how-to-hand-a-conversation-to-a-teammate","status":"publish","type":"page","link":"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/","title":{"rendered":"How to hand a conversation to a teammate"},"content":{"rendered":"\n<!--\n DMpro Help Center: How-To\n URL: https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/\n-->\n<style>\n.kb-page{\n  --coral:#EE6055; --mint:#3DE8B7; --ink:#1A1A1A; --paper:#FAFAF7; --pen:#5F5E5A;\n  --yellow:#F8E170; --blue:#365eff; --line:#ececec;\n  font-family:-apple-system,BlinkMacSystemFont,\"Segoe UI\",Roboto,Helvetica,Arial,sans-serif;\n  color:var(--ink); line-height:1.62; max-width:840px; margin:0 auto; 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padding:14px 18px; border-radius:12px; background:#fff8e1; border:1px solid #f3dd8a; font-size:15px;}\n.kb-page .kb-notice strong{color:#1A1A1A;}\n<\/style>\n\n<section class=\"kb-page\" id=\"kb-howto\">\n<nav class=\"kb-crumb\" aria-label=\"Breadcrumb\"><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/\">Help Center<\/a><span>\/<\/span><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/#how-to-guides\">How-To Guides<\/a><span>\/<\/span>How to hand a conversation to a teammate<\/nav>\n<header class=\"kb-head\"><span class=\"kb-eyebrow\">Inbox<\/span><h1>How to hand a conversation to a teammate<\/h1><p class=\"kb-lead\">Assign an inbox thread to a teammate so a person takes over, and learn the automatic hand-off to a support team with the Live Agent step.<\/p><div class=\"kb-meta\"><span>6 steps<\/span><span>With screenshots<\/span><span>Updated October 2026<\/span><\/div><\/header>\n<div class=\"kb-needs\"><h2>Before you start<\/h2><ul><li>A teammate who holds a seat in your workspace<\/li><li>A conversation in your inbox<\/li><\/ul><\/div>\n<div class=\"kb-steps\">\n<section class=\"kb-step\" id=\"step-1\"><div class=\"kb-step-n\">1<\/div><div class=\"kb-step-b\"><h2>Make sure your teammate has a seat<\/h2><p>A thread can only be handed to someone who is a member of your workspace. In <strong>Settings<\/strong>, open <strong>Team seats<\/strong> and use <strong>+ Invite Teammates<\/strong> if they are not there yet. The Free plan has 1 seat, so you need Pro to add more people.<\/p><figure class=\"kb-fig\"><img decoding=\"async\" src=\"https:\/\/dmpro.brandid.app\/blog\/wp-content\/uploads\/2026\/11\/dmpro-kb-dm-settings-team.jpg\" alt=\"Team seats in Settings, where you invite teammates with + Invite Teammates.\" loading=\"lazy\" width=\"1511\" height=\"812\"><figcaption>Team seats in Settings, where you invite teammates with + Invite Teammates.<\/figcaption><\/figure><\/div><\/section>\n<section class=\"kb-step\" id=\"step-2\"><div class=\"kb-step-n\">2<\/div><div class=\"kb-step-b\"><h2>Open the thread you want to pass on<\/h2><p>Click <strong>Conversations<\/strong>, then pick the thread in the list on the left. Read the history and the trigger details first so you know what the fan wants, which campaign they came from and what DMpro has already sent them. Doing this first saves your teammate from asking the fan to repeat themselves.<\/p><\/div><\/section>\n<section class=\"kb-step\" id=\"step-3\"><div class=\"kb-step-n\">3<\/div><div class=\"kb-step-b\"><h2>Assign it to your teammate<\/h2><p>Use the thread&#8217;s assign option and choose your teammate. Only people with a seat appear as choices. The teammate receives a notification about the thread, so you do not need to message them separately. If the person you want is not listed, go back to the first step.<\/p><\/div><\/section>\n<section class=\"kb-step\" id=\"step-4\"><div class=\"kb-step-n\">4<\/div><div class=\"kb-step-b\"><h2>Leave a note with context<\/h2><p>Add a note to the thread so your teammate does not have to guess, for example <em>Asked for a bulk price on 50 units. Offered a call. Please follow up today.<\/em> A note is separate from a reply, so it is not a message to the fan.<\/p><\/div><\/section>\n<section class=\"kb-step\" id=\"step-5\"><div class=\"kb-step-n\">5<\/div><div class=\"kb-step-b\"><h2>Find assigned threads later<\/h2><p>Open <strong>Filters<\/strong> in the inbox and filter by the person a thread is assigned to. Your teammate can use this to see their queue, and you can use it to check nothing is stuck.<\/p><\/div><\/section>\n<section class=\"kb-step\" id=\"step-6\"><div class=\"kb-step-n\">6<\/div><div class=\"kb-step-b\"><h2>Automate the hand-off with Live Agent<\/h2><p>If you want certain chats to go to a support team without you choosing each time, use the <strong>Live agent<\/strong> step in a campaign. It sends the conversation to your team in Chatgram. The <strong>Templates<\/strong> page has ready-made <strong>Live Agent<\/strong> cards for Instagram and TikTok, where a fan DMs a keyword such as ticket and the conversation goes to your support team. This needs Chatgram connected, and the block is hidden in the builder when it is not.<\/p><figure class=\"kb-fig\"><img decoding=\"async\" src=\"https:\/\/dmpro.brandid.app\/blog\/wp-content\/uploads\/2026\/11\/dmpro-kb-dm-templates.jpg\" alt=\"The Templates page, where the two Live Agent cards (Instagram and TikTok) appear first.\" loading=\"lazy\" width=\"1511\" height=\"812\"><figcaption>The Templates page, where the two Live Agent cards (Instagram and TikTok) appear first.<\/figcaption><\/figure><\/div><\/section>\n<\/div>\n<div class=\"kb-box\"><h2>Tips<\/h2><ul><li>Tell the teammate in the note what you already promised the fan, so nobody repeats or contradicts it.<\/li><li>Hand over quickly. Messaging windows close (24 hours on Instagram, 48 hours on TikTok), after which you cannot reply until the fan writes again.<\/li><\/ul><\/div>\n<div class=\"kb-box\"><h2>If something goes wrong<\/h2><details class=\"kb-prob\"><summary>My teammate is not in the list of people I can assign.<\/summary><div><p>They need to have accepted the invitation and hold a seat in your workspace. A pending invite is not a member yet. Check <strong>Settings<\/strong>, then <strong>Team seats<\/strong>.<\/p><\/div><\/details><details class=\"kb-prob\"><summary>I cannot invite anyone on the Free plan.<\/summary><div><p>Free includes 1 team seat. Pro offers unlimited seats; see the <strong>Plans<\/strong> page.<\/p><\/div><\/details><details class=\"kb-prob\"><summary>I do not see the Live agent block in the builder.<\/summary><div><p>The block only appears when Chatgram is connected. Connect it under <strong>Integrations<\/strong> and reopen the builder.<\/p><\/div><\/details><\/div>\n<div class=\"kb-box\"><h2>Related how-to guides<\/h2><ul class=\"kb-cards\"><li><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-invite-teammates-to-your-workspace\/\">How to invite teammates to your workspace<\/a><\/li><li><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-use-the-live-conversations-inbox\/\">How to use the live Conversations inbox<\/a><\/li><li><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-send-a-bulk-message\/\">How to send a bulk message<\/a><\/li><li><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-connect-a-store\/\">How to connect a store or tool in Integrations<\/a><\/li><\/ul><\/div>\n<div class=\"kb-related\"><h2>Help Center articles<\/h2><ul><li><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/conversations-collab\/\">Conversations &amp; Collaboration &rarr;<\/a><\/li><li><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/settings\/\">Settings &amp; Public Help &rarr;<\/a><\/li><li><a href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/templates-integrations\/\">Templates &amp; Integrations &rarr;<\/a><\/li><\/ul><\/div>\n<div class=\"kb-cta\">\n<h3>Still stuck? We&#8217;re happy to help.<\/h3>\n<p>Create your DMpro account, see pricing, or reach out to support directly.<\/p>\n<div class=\"kb-cta-btns\">\n<a class=\"kb-btn kb-btn-coral\" href=\"https:\/\/dmpro.brandid.app\/signin\">\n<svg fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" viewbox=\"0 0 24 24\"><path d=\"M5 12h14M12 5l7 7-7 7\"><\/path><\/svg>Create Free Account<\/a>\n<a class=\"kb-btn kb-btn-ghost\" href=\"https:\/\/dmpro.brandid.app\/\">\n<svg fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" viewbox=\"0 0 24 24\"><rect height=\"18\" rx=\"2\" width=\"18\" x=\"3\" y=\"4\"><\/rect><path d=\"M3 10h18\"><\/path><\/svg>See Plans<\/a>\n<a class=\"kb-btn kb-btn-ghost\" href=\"https:\/\/brandid.app\/contact-us\/\">\n<svg fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" viewbox=\"0 0 24 24\"><path d=\"M21 15a2 2 0 0 1-2 2H7l-4 4V5a2 2 0 0 1 2-2h14a2 2 0 0 1 2 2z\"><\/path><\/svg>Contact Support<\/a>\n<\/div>\n<\/div>\n\n<a class=\"kb-back\" href=\"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/#how-to-guides\"><svg viewBox=\"0 0 24 24\" width=\"16\" height=\"16\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\"><path d=\"m15 18-6-6 6-6\"\/><\/svg>All how-to guides<\/a>\n<\/section>\n<script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\", \"@type\": \"HowTo\", \"name\": \"How to hand a conversation to a teammate\", \"description\": \"Assign an inbox thread to a teammate so a person takes over, and learn the automatic hand-off to a support team with the Live Agent step.\", \"step\": [{\"@type\": \"HowToStep\", \"position\": 1, \"name\": \"Make sure your teammate has a seat\", \"text\": \"A thread can only be handed to someone who is a member of your workspace. In Settings , open Team seats and use + Invite Teammates if they are not there yet. The Free plan has 1 seat, so you need Pro to add more people.\", \"url\": \"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/#step-1\", \"image\": \"https:\/\/dmpro.brandid.app\/blog\/wp-content\/uploads\/2026\/11\/dmpro-kb-dm-settings-team.jpg\"}, {\"@type\": \"HowToStep\", \"position\": 2, \"name\": \"Open the thread you want to pass on\", \"text\": \"Click Conversations , then pick the thread in the list on the left. Read the history and the trigger details first so you know what the fan wants, which campaign they came from and what DMpro has already sent them. Doing this first saves your teammate from asking the fan to repeat themselves.\", \"url\": \"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/#step-2\"}, {\"@type\": \"HowToStep\", \"position\": 3, \"name\": \"Assign it to your teammate\", \"text\": \"Use the thread's assign option and choose your teammate. Only people with a seat appear as choices. The teammate receives a notification about the thread, so you do not need to message them separately. If the person you want is not listed, go back to the first step.\", \"url\": \"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/#step-3\"}, {\"@type\": \"HowToStep\", \"position\": 4, \"name\": \"Leave a note with context\", \"text\": \"Add a note to the thread so your teammate does not have to guess, for example Asked for a bulk price on 50 units. Offered a call. Please follow up today. A note is separate from a reply, so it is not a message to the fan.\", \"url\": \"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/#step-4\"}, {\"@type\": \"HowToStep\", \"position\": 5, \"name\": \"Find assigned threads later\", \"text\": \"Open Filters in the inbox and filter by the person a thread is assigned to. Your teammate can use this to see their queue, and you can use it to check nothing is stuck.\", \"url\": \"https:\/\/dmpro.brandid.app\/blog\/dmpro-knowledge-base\/how-to-hand-a-conversation-to-a-teammate\/#step-5\"}, {\"@type\": \"HowToStep\", \"position\": 6, \"name\": \"Automate the hand-off with Live Agent\", \"text\": \"If you want certain chats to go to a support team without you choosing each time, use the Live agent step in a campaign. It sends the conversation to your team in Chatgram. 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