Handoff dashboard

The Handoff tab is a dedicated workspace for the conversations that need a human. Instead of opening Conversations, filtering by Needs Reply, and scanning the list, you land on a single screen that shows open handoffs, how long each has been waiting, and lets you reply right there.

Turning it on

The Handoff tab only appears on a chatbot once you've enabled the Human Handoff tool for it. Open the chatbot, go to Tools → Human Handoff, turn it on, save — and the tab shows up in the chatbot's top navigation (between Conversations and Tools).

If you disable the tool, the tab disappears.

See Human handoff for how to configure the tool itself — business hours, offline message, which fields to collect from the visitor, and so on.

What you see

Four stats at the top

• Open — handoffs waiting right now. A visitor has been transferred and nobody on your team has closed the conversation yet.
• Oldest waiting — how long the longest-waiting handoff has been sitting. Displayed as 15m, 2h 10m, 1d 4h, or — when there are no open handoffs. Use this to decide whether to drop what you're doing.
• Today — open handoffs that came in today.
• Resolved this week — handoffs you've closed in the last 7 days.

All four update automatically as new handoffs arrive and as you close them.

The list of open handoffs

On the left, every conversation waiting for a reply, oldest first — the one that's been waiting longest is on top. Each row shows:

• The visitor's name (or a short random identifier if they didn't give one).
• How long they've been waiting (just now, 15m, 2h, 15h, or a date for older ones).
• The reason the handoff was triggered, when there is one.
• The channel it's coming from — web widget, WhatsApp, or Telegram.
• The number of messages so far.

Above the list there's an All → link that opens the full Conversations table filtered to Needs Reply, in case you want to search or also see closed handoffs.

If nothing is waiting, you'll see "No open handoffs — When a visitor asks for a human, they'll land here."

The reply pane on the right

Click any row and the transcript opens on the right, along with:

• The visitor's name, email, and phone, if you asked for them.
• A Summary banner with a short recap the AI writes once the handoff happens, so you can jump in without reading every message.
• The full message history — visitor messages, what the AI said before the handoff, and any replies your team already sent.
• A reply box at the bottom. Press Enter to send.
• Return to AI (hand control back to the chatbot) and Close (mark the conversation done) at the top. On conversations that are already closed, you'll see Reopen instead.

Before you pick a conversation, the pane shows: "Select a handoff to reply — The visitor's messages and summary appear here."

Replying keeps you on the Handoff dashboard

If you started from this page, sending a reply or closing a conversation keeps you on the Handoff dashboard — you don't get bounced to Conversations. The reverse is also true: if you came from Conversations, you stay there. This makes it easy to work through a queue without losing your place.

Live updates

You don't need to refresh. When a new handoff comes in, you'll see:

• The Open, Oldest waiting, and Today counts update.
• A new row appears in the list.
• If the conversation is the one you have open, new visitor messages show up in the transcript as they arrive.
• The Summary banner on the selected conversation appears a few seconds after a fresh handoff, once the AI has written it.

Combined with the desktop notifications from Notifications, you can leave the tab open and react as soon as a handoff lands.

Related

• Human handoff — the tool that moves a conversation to waiting for a human.
• Replying as an agent — more on the reply box, the three action buttons, and how replies reach visitors on WhatsApp and Telegram.
• Conversations overview — the general Conversations table, if you need search, closed handoffs, or other statuses.