Human handoff and the Sessions desk

When a visitor asks for a person, or the agent decides a human is safer, the conversation surfaces on the Sessions desk with context. Handoff is first-claim: one agent owns the live reply path until they return or close the session.

Roles in the loop

• Visitor: on widget or messaging channel
• Agent (AI): answers from knowledge until handoff
• Human teammate: claims the session and replies with their display name
• Admin: configures business hours, members, and escalation paths

How to take a conversation

1. 1
   Open Sessions

   Filter for handoff-needed or active human sessions. Open the thread to see prior bot turns and any captured lead fields.

2. 2
   Claim the session

   First successful claim wins. If another teammate already claimed, you will see a conflict. Let the owner reply so the visitor hears one clear voice.

3. 3
   Reply in the visitor’s channel

   Messages are prefixed with your display name so the visitor knows who is speaking. Keep the tone consistent with the brand.

4. 4
   Return or close

   Return to the AI when the issue is solved in knowledge scope, or close when the conversation is finished. Keep presence updated while you hold a claim.

Good handoff hygiene

• Each person has their own login so name attribution stays accurate
• Presence / business hours reflect who is actually available
• You read the transcript before asking the visitor to repeat themselves
• Sensitive data stays in the thread tools meant for it (skip ad-hoc spreadsheets)