How chat handoff works

How chat handoff works

A conversation that starts in the chat widget never dies there — here is the handoff path.

The three endings

1. Answered in place — the widget finds the article and you are done; fastest for both of us.
2. Live handoff — someone is online, takes the thread, and finishes it in chat.
3. Ticket conversion — nobody free, or the issue is bigger than chat; the transcript becomes a ticket automatically and you get the number.

What carries over

Every handoff takes the full transcript with it — you never re-explain. The transcript email lands when the conversation ends, and the ticket keeps the same text.

When to skip chat

Account changes, billing disputes, approvals, anything needing an audit trail: go straight to a ticket. Chat is for quick answers; tickets are for tracked work.

Related: Product guide: live chat, What the chat widget covers.