The Übergabe tab covers two things: when your team hears about a conversation, and how a human takeover appears in the chat.
Notifications
Notifications are configured per person, not per agent, under Einstellungen → Benachrichtigungen. The same switches used to exist on every agent as well, which meant nobody knew which setting applied.
Which events exist
Under Einstellungen → Benachrichtigungen each person chooses what they hear about:
Each event can be switched separately for in-app, email and mobile.
For the chat events: without saving the settings once, nothing is sent — even when the switch on the page looks enabled. Click Änderungen speichern once, then verify with a test chat that the email actually arrives.
Human takeover
When a colleague takes over a conversation from the app, the visitor sees it in the chat. The wording is set here:
All texts can be provided per language.
Word the takeover message so it is clear a human is now writing: “Hello, this is Sarah from the team. I’ll take it from here.” A neutral “An agent has joined the chat” reads like a system message.
Asking before the first answer costs conversations. Someone who has received nothing yet is reluctant to hand over their address. Ask once the agent has actually helped.
