Install from the Shopify App StoreOverview
Handoff is built around availability. When a customer needs a person, the request lands in the shared inbox where teammates can claim it or be assigned. The AI keeps answering until someone is actually assigned, so the customer is never left in silence while your team gets there.
Inside the inbox, operators reply with full conversation context. Quick replies cover repeated responses, approved Instant Answers can be inserted directly, and voice replies record audio for the widget, WhatsApp, and Instagram. Labels, visitor blocking, email transcripts, and resolve-and-reopen keep the queue organized.
How it works
- 1
The agent detects the need
Explicit requests for a person and questions the knowledge cannot answer trigger a handoff request.
- 2
Your team is notified
The conversation is marked as needing an agent, with optional Slack notifications so nobody has to watch the inbox.
- 3
A teammate claims it
Assignment and claiming make ownership explicit. The AI keeps covering the conversation until someone is assigned.
- 4
Resolve with full context
Reply with text, quick replies, inserted Instant Answers, or recorded voice messages, then resolve the conversation.
Key facts
- The AI keeps answering until a teammate is assigned, so customers are never stranded.
- Shared inbox with assignment, claiming, labels, and resolve-and-reopen.
- Quick replies and insertable Instant Answers speed up repeated responses.
- Voice replies record audio for the widget, WhatsApp, and Instagram.
- Offline customers can be reached by email, with their answers flowing back into the conversation.
- Email transcripts and visitor blocking are built in.
- Inbox access is permission-gated per teammate.
Frequently asked questions
What happens if nobody is available?
The AI continues to answer what it can, and the handoff request stays visible in the inbox until a teammate picks it up. Slack notifications can alert the team the moment a handoff is requested.
Does the teammate see what the AI already said?
Yes. The full conversation history is in the inbox, so the customer never has to repeat anything.
Can I limit who replies to customers?
Yes. Replying requires the conversation-reply permission, and team roles control who has it, per agent.
