Start with the active work
Before reassigning a colleague’s work, review their open leads, conversations, tasks, active deals and upcoming appointments. Read the latest messages and identify any commitments made to the client.
If a queued AI draft is no longer appropriate, hold it in Follow-ups before changing the conversation’s owner. This gives the incoming agent a clean place to review the next reply.
Move ownership deliberately
Use the assignment controls to reassign the lead and its Inbox conversation. When removing a member, choose the colleague who should receive outstanding work where the interface requires a replacement. Resolve upcoming appointments in Calendar before completing the removal.
Check access and explain the next step
Invite colleagues using their own email accounts and review the pages they need. A sent invitation and accepted membership are separate states. After the handover, confirm that the new owner can open the relevant records and knows the next due task.
Preserve the conversation history so the client can continue from the last discussion rather than repeat the whole brief.