Handoffs and languages

The Customer Agent passes a conversation to a person when:

• the topic is one you switched off for it;
• the message contains a word on your sensitive list;
• the customer asks for a person;
• it isn't confident it has the right answer.

The conversation, a summary and the customer's record go to the queue you chose for that topic.

Outside your team's business hours, the agent still answers what it can. For a handoff, it collects the details, opens a ticket and tells the customer when to expect a reply, using the response target in your SLA policy.

The Customer Agent answers in 24 languages, including English, Spanish, French, German, Portuguese, Italian, Dutch, Japanese and Arabic. It replies in the language of the customer's message, and hands off in that language too.