Human handoff
When the agent brings in a person, how your team joins, and how to hand back.
The agent brings in a person when a conversation needs one, and your team can step in at any time.
#When it hands over
It hands over when a visitor asks for a person, when a subject is one your agent policy says always goes to a person, or when it cannot answer well enough. The handover carries a brief: who is asking, why, and what is still open.
#Join a conversation
- Open the conversation in Inbox.
- Press Join conversation. Joining opens the composer and stops the agent replying.
- Reply as yourself. The visitor sees that a person has joined.
#Hand back or transfer
When you are done, press Hand back to agent and it carries on from where you left off. To pass the conversation to someone else instead, transfer it.