Handoffs occur when the user reaches a spot wherein the bot can no longer assist. In these cases the bot can hand off the user to a human agent who will finish helping them.
To see the number of handoffs, go to Measure > Overview on the Ada dashboard. To learn more about the Overview page, see the article Measure: Overview Page.
They can happen a few different ways which affects how they are counted. See a table below to see different handoff methods.
| Handoff Type | Description |
| Link & Web Window blocks | User clicks a link that is presented to the user that leads to agent chat (note that "count as handoff" option must be enabled in that block) |
| Zendesk and Nuance Live Agent blocks (Ada Glass) | User enters the chat queue when automatically transferred |
| Email Handoff block | User triggers email with conversation and user details |
| Liveperson Handoff block | User enters the chat queue when automatically transferred |
| Zendesk (ticket) Handoff block | User triggers ticket creation with their email and conversation details |
For additional questions, contact your Ada team—or email us at help@ada.support.
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