Handoff
Understand how your bot is containing users and how your customer care team is performing.
Handoff Overview
Configure
You'll need to configure your Customer Service Handoff integration in order to view your handoff analytics.
Users in Handoff & Messages in Handoff
The users in handoff table provides a list of all of the users currently in handoff, the start time of their handoff, their time spend in handoff, and a transcript of their conversation to date. You can click on an individual user to navigate to their User Properties & Activity page in order to bring them back from handoff if necessary.
User messages in handoff contains all of the free text entries that have been entered by users in handoff, this table is helpful for getting a sense of what sort of questions users are asking your customer care team.
Updated about 1 year ago