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The Übergabe tab covers two things: when your team hears about a conversation, and how a human takeover appears in the chat.

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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.
One setting remains on the agent: The agent judges urgency from its instructions. Write there what counts as urgent, or the interpretation is a matter of taste.

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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.

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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.

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Collecting contact details

Independently of handover, the chat can ask for a name and email before the visitor continues. Contacts land under Mehr → Kontakte and trigger the New contact details notification.
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.