Handoff inbox
The queue of end-user conversations the agent has escalated to a human operator.
The handoff inbox (/handoff) is where end-users waiting to speak with a human land. When the agent decides a conversation needs a person, it appears here for an operator to take over and resolve.
How a conversation reaches the inbox
A conversation is escalated for one of five reasons, listed here from most to least urgent:
- Explicit request — the end user asked to speak to a person.
- Workspace rule — an escalation rule you configured routed it here.
- Repeated failure — three or more tool or answer attempts failed in a row.
- Negative sentiment — the tone of the conversation turned negative.
- Low confidence — the agent’s confidence fell below its threshold.
Working the queue
The inbox is a master-detail view: the queue on the left, the selected conversation on the right with why it was escalated and the recent context.
- Tabs — Queue, Assigned, Live, and Resolved, each with a live count.
- Take over — assign a waiting conversation to yourself.
- Mark resolved — close a conversation you have taken over. Open the full conversation in logs from the detail pane.