Troubleshooting

Handover to a human isn't working

Handover needs a destination and a watcher: set the person or team that should receive handovers, and make sure notifications aren't landing in an inbox nobody monitors.

Last reviewed 29 September 2026

Set who receives handovers

Open the agent's settings and name the individual or shared inbox that should take over. If the destination is blank, the agent has nowhere to pass the conversation to.

Make sure somebody is watching

Handovers arriving in an unmonitored inbox look like nothing happened. Send a test handover and confirm it appears where your team will actually see it.

Check the hours

If you've told the agent to hand over only during working hours, requests outside those hours will be handled by the agent instead. Say what you want to happen out of hours — take a message, book a callback, or hand over anyway.

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Set who receives handovers

Make sure somebody is watching

Check the hours

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