How handoffs work

A handoff is when the assistant passes a conversation to a person on your team, either because the customer asked for one or because a person is the better answer. The customer stays in the same conversation, and your team sees everything that has happened so far.

When a conversation is handed over

The assistant hands over when:

• the customer asks for a person, if you allow it (see below); or
• a person is the better answer, for example a complaint, a problem with a payment, an order or a delivery, a product question it cannot answer, a large order or something that needs your approval.

Letting customers ask for a person

Two settings control this:

• Handover must be on in Settings → Human support. When it is off, the assistant handles everything, and customers who ask for a person are told nobody is available.
• In AI agent → Settings, tick Let customers ask for a person. In the guided setup, this is the Hand over to my team when a customer asks for a person option.

Where handoffs appear

• Handoffs in the sidebar is the queue of every handoff. Filter it by Status and Priority, show Waiting only, or show the handoffs assigned to you.
• Live shows the customers waiting right now, alongside who is available. See Set up human support.
• The top bar shows how many customers are waiting, and the count updates by itself.

Handoff statuses

• Requested and Queued handoffs are waiting for someone to accept them.
• Accepted means a team member has taken the conversation.
• Completed means the team member has finished.
• Cancelled or Failed handoffs did not go ahead.

What your team sees

When someone opens a handoff, they see:

• Customer, showing who they are talking to;
• Why this was handed over, with the reason and an AI summary of the conversation;
• What the assistant did, listing searches, basket changes and other actions;
• the whole Conversation so far;
• the customer's Basket and Order, if they have one.

Next: Accept and reply to a handoff.