Setting up handover to a person

With Handover you decide what happens when the agent cannot answer a question: it hands the conversation over to a person. You find it under Agent, on the Handover tab.

Where to find it

Go to Agent, then Handover. Turn on Hand over to a person to involve your team.

What you set

• Channels: which chat channels this rule applies to. Phone uses its own forwarding.
• Who gets a notification: the team members and extra email addresses that are alerted when a visitor needs a person.
• Availability: when your team is reachable.
• If no one responds: what the agent does then.