Accept and reply to a handoff

To take over a conversation, select Accept next to the waiting customer in Handoffs or Live, reply from the reply box, then choose Complete or Return to AI when you are done.

Accept the customer

1. Open Handoffs (or Live) and find the customer waiting.
2. Select Accept in the list, or open the handoff and select Accept this customer.

The first person to accept gets the conversation. If a colleague got there first, you will see A colleague took this one first. If you cannot take it, select Decline so it can go to someone else.

While you hold the conversation

Once you accept, the banner shows HUMAN CONTROL and AI PAUSED — the assistant will not reply while you hold this conversation. The customer will only hear from you.

Read Why this was handed over and the Conversation first, so the customer does not have to repeat themselves. Their Basket and Order, if they have one, are on the same screen.

Reply

Type in the reply box (Type your reply…) and select Send. Your reply goes to the customer in the same conversation, for example in the same WhatsApp chat.

Finish

When you are done, choose one:

• Complete finishes the handoff.
• Return to AI hands the conversation back to the assistant, which carries on with the customer.

Good habits

• Accept quickly, even if you need a moment to read: the customer is waiting.
• If you promise something, such as a callback or a special order, write it in the conversation so the next person can see it.
• Use Return to AI when the customer just needs to carry on ordering; use Complete when the conversation is over.