Help center
Conversations & Handoff
Work the shared inbox, assign chats, and hand off to your team.
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Use the team inbox.
Open the Conversations inbox to see every visitor chat in one list — search by name, email, or message text, read the status badges, and page through history.
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Filter the inbox by queue.
Switch between the All, Needs human, Mine, SLA, and Resolved queues to focus the Conversations inbox on exactly the chats you need to work right now.
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Claim, assign, and set priority.
Make ownership clear on every conversation — claim one for yourself, reassign it (owners and admins), and flag urgency with low, normal, high, or urgent priority.
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Reply as a human.
Jump into any conversation and reply as a person — the composer takes over from the AI, auto-claims the chat, and records your first response time for SLA tracking.
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Move a conversation through its status.
Drive a conversation from Take over to Waiting on visitor to Resolved, and reopen a resolved chat when the visitor comes back.
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Create and insert saved replies.
Build a library of prewritten saved replies your team can drop into a conversation with one click, and manage them from the Settings page.
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Export your conversations.
Download full chat transcripts as CSV, JSON, or Markdown — filter by status or date, pick specific chats or export everything, and copy Markdown.
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Add internal notes to a conversation.
Leave private team notes on any conversation to share context with your teammates — notes stay internal and are never shown to the visitor.
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Set up and understand human handoff.
See how a visitor asks to talk to a human, what happens when they do, and how to configure handoff — the enable toggle, notifications, response targets, and offline message.
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Track handoff SLA and analytics.
Read the handoff queue badge and scorecard in your inbox — open queue, average first response, and SLA breaches — measured over a rolling analytics window.
Still need help?
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