Handle a handover
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Handle a handover
You pick up a conversation that Lucía handed to your team, answer the customer, and then resolve it or give it back to her.
Who: an owner, admin or member who works the inbox. Permission: inbox.reply. Viewers can read conversations but do not work them.
Before you start
- You can sign in to the console.
- Lucía has handed at least one conversation over. She does this when she lacks a verified fact, when the customer asks for a person, or when a booking or an order needs staff.
- Nobody else has claimed the conversation. If someone has, you can read it but not take it.
Steps
- To find handed-over conversations, select Conversations in the sidebar, then the Escalated tab. The tab shows a count of waiting conversations. Each row carries a chip that starts with “Escalated” and says how long it waits and whether anyone owns it. If you don’t see any conversation in the list, select Clear filters. The list then shows every handed-over conversation again.
- To learn about a handover as it happens, watch the bell at the top of the console. A handover adds an entry that starts with “Escalated” and names the customer. In the bell panel, Enable desktop alerts turns on browser alerts.
- Select the conversation. The thread shows a banner titled Escalation summary. Select Expand summary to read the Customer goal, What was tried, Key facts and Suggested action. If the banner shows less than you expect, read the side panel in the next step.
- To see why Lucía handed over, read the summary in the side panel, titled with Lucía’s name. It shows the reason, for example Answer needs a fact the material does not hold. A Next step line suggests what to do. If the panel says No summary yet — generate one., select Generate. The panel then shows the summary.
- To reply, claim the conversation first. The composer reads Conversation escalated — take control to continue. Select Take Over. The conversation becomes yours and the composer accepts your message. If another team member claimed it first, you see Couldn’t take over. Please try again. and the conversation stays with them.
- Write your answer in the composer and send it. The customer receives it on the channel they used, and your message appears in the thread.
- To end the conversation once the customer’s question is settled, select Close case in the side panel. Add a reason if you want one (optional), then select Close case again to confirm. The console returns you to the conversation list. If Close case is greyed out, you do not own the conversation. Claim it with Take Over first.
- To give the conversation back instead, select the button that hands it back to Lucía in the conversation header. On a narrow screen, it sits in the header menu. Confirm with Yes, hand back. Lucía resumes the conversation and answers future messages on her own.
Result
Check that the handover is done by looking at the conversation.
- After you claim it, the conversation lists you as its owner and appears under the Mine tab.
- After you close it, the thread shows Conversation resolved and the conversation carries the Resolved badge.
- After you hand it back, the Take Over button returns and Lucía answers the next customer message.
Limits
- Only the person who claimed a conversation can reply to it, hand it back or resolve it. Collaborators added to a conversation can also write in it.
- A conversation that nobody claimed can be resolved by any signed-in team member while it is handed over. Replying still needs a claim.
- The console refuses a reply while Lucía holds the conversation in her own mode. Claim it first.
- A resolved conversation offers no Take Over and no hand back. If the customer writes again, the console starts a linked conversation.
- Your reply to a handover can feed what Lucía learns. A person’s answer may become a proposal that your team reviews in the learning tab, under Assistants.
- This guide does not cover on-call handover, which routes handovers to a team queue in levels.