---
title: "Self-Service Handoff"
slug: "self-service-handoff"
description: "Self-Service Handoff is designed to remove the need for Customers to repeat their stories when reaching an Agent. Learn more in Gladly Help Docs."
updated: 2026-04-02T05:37:43Z
published: 2026-04-02T05:37:43Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Self-Service Handoff

If a Customer searches for Answers in Chat and then decides they need more help and chats with an Agent, the Agent will be able to see what terms a Customer searched and what Answers they were shown right in the Customer’s Conversation Timeline before helping them. This is called **Self-Service Handoff**. It’s designed to remove the need for Customers to repeat their stories when reaching an Agent, allowing Agents to pick up right up where self-service left off.

Below is the Agent's view of what a Customer’s search history would look like in the Conversation Timeline.

![User Katie B seeks help through the Chat chat interface.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/selfservice-gladapp_.webp)

When an Agent clicks one of the Answers in the Conversation Timeline, the Answers Panel opens and shows the Agent the exact Answer the Customer saw, preventing the Agent from simply repeating an Answer the Customer already saw.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/click_answers_in_timeline_.gif)