Human Handoff
Conversations > Human Handoff is the live queue for conversations currently handled by human agents.
When this tab matters
Use this tab when:
- A shopper requested a real person
- An agent already took over the chat
- Team leads need to monitor active manual support
Because these conversations are usually time-sensitive, this tab isolates them from the larger All Conversations queue.
What appears here
The list uses the same core columns as All Conversations, but only for human-controlled sessions.
You can typically review:
- Online status
- Guest name
- Contact details
- Status
- Tags
- Created time
The tab can also surface:
- A count badge
- A
Newindicator - Notification sounds for new live cases
A practical working rhythm
- Keep this tab open for agents or support leads during business hours.
- Prioritize online visitors first.
- Open the conversation detail to review context before replying.
- Use translation when the shopper and agent do not share a language.
Inside the detail view
The same conversation detail tabs are available here:
- Messages
- Ticket
- Detail
- Orders
Agents can still block, archive, translate, send email, and review context from the same view.