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Multiple team members share the same ChatSyncs Shared Inbox — Assigned Agent and Notes are what keep that collaboration clean, so no two agents answer the same customer and context isn’t lost between shifts.

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Assigned Agent

Chat Actions panel with the Automation & Flow section open, the Assigned Agent dropdown highlighted and expanded showing Select Agent, Admin, and Reddy Sales Team, above the Message Sequence and Assign Custom Fields fields
In the Chat Actions panel, open Automation & Flow and use the Assigned Agent dropdown to assign or reassign the conversation to a specific team member or team. Example: Rahul is unavailable today. The team lead reassigns his open conversation to Priya so she can pick up the support without the customer having to repeat themselves.
Also see Quick Actions for a one-click Assign Agent shortcut, instead of going through the full panel.

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Notes

Internal notes are visible only to your team — never to the customer. Example:
A teammate picking up the conversation later reads the note and already knows the context before replying.

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Frequently asked

Open the conversation, go to Automation & Flow in the Chat Actions panel, and change Assigned Agent to the teammate who should take over.
Yes — use Notes in the Chat Actions panel. Notes are internal-only and never shown to the customer.
Assign the conversation to one specific agent — only that agent is expected to reply, and reassigning it moves ownership cleanly to someone else instead of leaving it open to anyone.