Not every conversation should stay with the AI. When a shopper needs a human — a refund, a complaint, a VIP — the agent hands the conversation to your team with the full chat history attached, so nobody asks the shopper to repeat themselves.
The inbox
The conversations inbox in your dashboard shows live conversations. From there your team can:
- Read the full conversation, including everything the AI already handled.
- Take over a conversation — the inbox shows "Taken over by X".
- Transfer an assigned conversation to a teammate — the inbox shows "Assigned to X", the activity timeline records who transferred to whom (with the transfer note), and the right teammate is notified.
When handover happens
Agents escalate when a request needs a human: refund and return disputes, complaints, account changes the AI should not make, or anything they cannot resolve. Handover requests are saved first and notifications sent after, so a failed notification can never lose the request. If a shopper asks for an agent again while a request is already open, the original request keeps its place in the queue.
A shopper can also switch back to the AI assistant at any point, which closes the handover cleanly.
Pickup SLA and response metrics
In your helpdesk integration settings you can set a pickup SLA in business minutes. The Agent Performance report then measures, per team member:
- Pickup times against your SLA, aware of your business hours.
- Average response time across every customer wait in the handover lifecycle — from the initial request to the first reply, and from each new customer message to the next agent reply — with an "awaiting reply" indicator for conversations currently waiting.
Per-conversation KPIs
Each conversation's Activity tab includes a KPI panel with its handling metrics. Admins can exclude individual conversations from KPI reporting — useful for internal tests or training conversations — and excluded conversations disappear from the report and the panel.