A handoff was missed

A customer who asked for a person may not reach your team if handover is off, customers are not allowed to ask, or nobody on your team could take the handoff or noticed it. Check each of these below.

Handover is switched off

Open Settings → Human support. If the button reads Turn handover on, handover is off and customers who ask for a person are told nobody is available. Select it to switch handover on.

Customers are not allowed to ask for a person

Open AI agent and check that Let customers ask for a person is ticked in Settings.

Nobody on the team can take handoffs

If the Status card in Settings → Human support says Nobody can answer, nobody on your team is able to accept a conversation. Check the roles on the Team page (see below).

Nobody was available

Each person who takes handoffs needs to set My availability to Available on the Team page, and keep that page open in a browser tab. If it is closed, Hapro stops hearing from them and takes them out of the rotation. See Set up human support.

Someone's role does not include handoffs

Whether someone can take handoffs depends on their role. Check the Takes handoffs column on the Team page. See Manage your team's access.

Nobody noticed it

Waiting customers are shown as a count in the top bar and in the sidebar, and on the Live screen. There are no sound or email alerts, so keep Live or Handoffs open on a screen your team can see during opening hours.

Look back at what happened

Open Handoffs and filter by Status to find handoffs that were Cancelled or Failed. Open one to read the conversation and the reason it was handed over.