Conversations and handoff
Follow contacts, the thread, and the context; take over a conversation and give it back.
Before you start
- At least one connected channel.
- An OPERATOR role to intervene in conversations.
Steps
Open the thread
Contacts and channels on the left, the thread in the centre, context and intervention on the right.
Take over
The existing handoff is kept; AI and operator never compete on the same message.
Give it back
Return the conversation to the agent when the handling is done.
Expected result
The thread shows who answered, and the history stays separate from knowledge.
Errors and solutions
Cannot take over
Check the OPERATOR role; a VIEWER sees conversations but cannot intervene.
Screens
/conversations — Conversations: contact list, thread, context panel, handoff.Reference of the console screen to capture (redacted) during the browser recipe (XP14). No fabricated image is shown.
Limits and dependencies
Conversation history is never mixed into knowledge documents.
Provider documentation
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