Conversations and handoffs

Open an agent’s Conversations page to read the exchanges stored for that agent. Use it to understand what visitors ask, inspect the sources behind an answer, and respond to escalated conversations.

Work through the inbox

Filter by status and quality signals to focus the review. The inbox supports read and unread state, archiving, and bulk actions. Archiving removes clutter without destroying the record; deleting is permanent and is limited to workspace admins.

A practical review order is:

1. Open escalated conversations and decide whether a person should reply.
2. Review negative feedback and low-confidence answers.
3. Look for repeated unanswered questions that point to a knowledge gap.
4. Archive conversations that no longer need attention.

Reply to an escalated visitor

The reply composer appears only on conversations with the Escalated status. Replies can be up to 4000 characters and are delivered to the same chat widget, attributed to the team member who sent them.

The visitor must still have access to that browser conversation to see the reply. Do not use the widget reply as the only route for an urgent or time-sensitive follow-up when you also have the visitor’s contact details.

What causes a handoff

Configure the rules under Settings -> Security -> Human handoff. A handoff can occur after lead capture, after a low-confidence answer, or both. It marks the conversation for your team; it does not pause the agent or tell the visitor that someone has taken over.

See Human Handoff for the exact rules.

Improve the source, not only the reply

When you find a poor answer, identify the page, file, or FAQ that should have answered it. Correct or add that source, wait for it to become active, then retest the original question and a paraphrase. A one-off human reply helps one visitor; fixing the source helps the next one too.