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.
Number of handoffs is measured in the Analytics view. To learn more, see here.
They can happen a few different ways which affects how they are counted. See a table below to see different handoff methods.
|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|