Case handoff allows you to reassign all tasks of a specific employee without having to search for them across different sections using filters.
When a user is fired, this feature helps ensure none of their work tasks are lost, and allows you to immediately assign a person responsible.
Case handoff is also useful when employees go on vacation, as such events should not slow down the company’s workflow. For example, if your colleagues do not manage to complete their tasks or process CRM elements assigned to them.
⚠️ Only the administrator or workspace owner can initiate a case handoff.
How to start the handoff process?
There are several ways to do this:
In the employee’s profile, click on the interaction menu button and select Hand off cases.
In the employee list, click on the interaction menu button and select Hand off cases.
During the firing process, select Firing with case handoff.
You can read more about employee firing in this article.
As a result of these actions, a window will open where you can select the necessary parameters and launch the process.
First, select the method of handoff and specify how to reassign the person responsible.
In Uspacy, there are three available options:
In all entities at once – All cases assigned to the employee (e.g., deals, leads, contacts, tasks) and groups (if the employee is the owner/moderator) are transferred to the new person responsible.
🔍 More details in the article - Case handoff in all entities.
by modules - provides an opportunity to select a new person responsible for each specific module, for example separately for CRM and for Tasks.
🔍 More details in the article - Case handoff by modules.
by entities - it allows you to assign a new person responsible for each specific entity, e.g., for Deals, Leads, or Tasks.
🔍 More details in the article - Case handoff by entities.
Once you’ve selected the handoff method and set all necessary parameters, you need to start the process by clicking the corresponding button.
Progress and result
A message will appear confirming the process has started, along with a progress indicator.
❗️The process cannot be interrupted, even if you close the form.
💡For convenience, you can minimize the window by clicking the corresponding button.
The process will not be interrupted. You can monitor it via a compact information block, and later expand the window again if needed.
Once the case handoff is successfully completed, a confirmation message will appear.
You can continue working! 👍🏻
❗️However, note an important detail: if a large number of elements (e.g., leads, deals, tasks) were transferred, the old responsible user may still appear in the interface for a short time after completion, and filters by responsible users might temporarily not work correctly.
This is because the index update is not instantaneous, and the system needs a bit of time to refresh the data across all sections.
If you have additional questions or you need to contact the support, send a request to this email [email protected]