Assign and collaborate on conversations

Clear ownership stops conversations from falling through the cracks. Agentra lets you assign tickets, leave internal notes, apply tags, and hand work between teammates without losing context.

Use assignment when a conversation needs follow-up beyond a single reply, such as a refund review or a carrier claim.

Best practices

• Assign one owner whenever a conversation needs follow-up.
• Use tags for request type, such as shipping, refund, or pre-sale.
• Keep internal notes short and actionable for the next agent.
• Escalate with a summary when the issue needs a specialist.

Handoff from AI to human

When the AI Agent escalates, the assigned human sees message history, customer details, order data when available, and an AI summary. Reassign if a different teammate should own the case.