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Handover in the project sidebar opens Handover Insights — analytics to monitor human handovers and resolution times. It is not the live queue. Open Operate → Handover. If you do not see the page, ask a project admin for access. Analytics on your plan may also be required.

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Handover Insights

Filter by:
  • Status — Pending, In progress, Completed
  • Channel — chat insight channels plus Web voice
  • Select Date Range
Summary cards: Total Handovers, Pending, In Progress, Completed, Total Feedback, Avg Rating. The agent table (top agents for the period) shows Agent, Total, Pending, In Progress, Completed, Completion Rate, Avg Resolution Time, and Rating. Empty: No Agent Data — no handover metrics for agents in this period.
After agents take over conversations in a date range you select, cards and the agent table show non-zero totals.

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Handle live handovers in Conversations

Live takeover happens in Conversations, not on this Insights page.
1

Open Conversations

Under Operate, select Conversations.
2

Filter My Handover

Open filters → Assignment → My Handover.
3

Take over or return

Open a thread. Use Take over when the AI is handling the chat. Use Return to AI when you are done. If another agent is handling the chat, you can view messages but cannot reply.
Enable human handover on your workflow (and assign agents under Admin → Settings → Handover Agents) so conversations can enter the handover queue. Insights only report handovers that already occurred.

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Agents and the Team list

The Agents page lists the people who take handovers and get automation alerts. Its Team tab has two kinds of entries:
  • Team member — a project member. Their email is their account email.
  • External contact — anyone else, with a name, phone number, and an optional email.
For each person, choose what they take:
  • Chat (team members) — picks up chats and receives chat handovers.
  • Voice — receives call transfers on their phone number.
  • With both off, the person is Alerts only: they take no handovers, and automations can still text, email, or call them.
Switching a person off stops their handovers and their automation alerts. Working hours decide when someone gets handovers while switched on. Automations use the same hours as on-call hours. When you change a person’s phone number, email, or hours here, automations use the new details from their next run; a run already going keeps what it started with. Automations pick on-call people from this list, and + Add a person when you set up an on-call alert adds an Alerts only external contact here.