Author Handoffs

Handoffs are scenarios within a workflow that require an Agent to step in. While handoffs can be managed globally–across all active Guides–within the When to get more help tile, there may be specific handoff conditions only applicable to an individual Guide. These types of handoff scenarios can be configured on the Guide-level by including guidance or rules that indicate which steps should result in a handoff to an Agent.

Consider the following examples handoff statements:

• If the customer indicates that the order arrived damaged, then handoff.

• If the order is outside of the expected delivery window, then handoff.

• Confirm the proof of purchase with the customer. If they’re unable to find proof of purchase, then handoff.

Add a handoff

1. Select the Guide within which you would like to add a handoff.  

2. Identify or add the section to input a handoff.

3. Click into the section and write the handoff statement.

4. Highlight the portion of the statement that indicates a handoff and select the handoff icon.

   1. Example – For the statement “If the order is outside of the expected delivery window, then handoff” highlight then handoff to configure the handoff.

5. Provide a Handoff reason.

   1. Example – For the handoff statement “If the order is outside of the expected delivery window, then handoff” the handoff reason reason may be “Order is outside of delivery SLA.” The handoff reason is included in the Handoff summary, visible to the Agent in the Conversation Timeline.

6. Click Done.

7. Click Save.