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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.