One conversation, from question to person.
A visitor asks, the agent answers from your company knowledge, and when a person is needed the conversation continues in the same window. Nobody has to start again or move to email.
Question
Can I still change the delivery address on my order?
Grounded answer
The address can be changed until the order moves to packing. After that the change is made at the pickup point.
Handover requested
Finding an agent for you
We will reply as soon as we can.
A person continues
Anna joined the conversation
I checked your order, there is still time to change the address. Where should it go?
Illustrative conversation · example data
The handover boundary
What moves with it and what happens when nobody is free.
A handover is not a new channel, it is the same conversation. These are its limits, including the times your team is away.
- The conversation so far
- The specialist continues from the same conversation and sees what has already been asked and answered. The visitor repeats nothing.
- The same window
- A person's messages arrive in the same conversation as the agent's. The visitor moves to no email, ticket or other page.
- The agent stands back
- Once human support has been requested, the agent does not answer over it. If the request lapses, the visitor is told and the agent resumes.
- When nobody is available
- The visitor sees that immediately and can leave a message and contact details instead of waiting on an empty conversation.
What the handover looks like to the person taking over is its own question. See the human support view
Where conversations are processed, and on what terms, is documented in one place. Read how data is handled
Questions
Clear answers.
What happens when the agent cannot answer?
You can guide it to ask for contact details or hand the live conversation to a person. The exact path depends on your settings and team availability.
Can I review conversations?
Yes. Conversation history helps you review answers and identify recurring questions and knowledge gaps.