Handoff to people

Only the online admin hands a conversation over, and it names a reason. It tells the client first and then hands over.

Talemo names six more reasons when a run of the online admin broke off and nothing reached the client: it changed something and did not reply, it took too many steps, it failed, the conversation was too long to read in one go, it hit its spending limit, or it could not reply. The online admin does not name these, and they pause nothing.

The item in Waiting for you

A handoff becomes an item in Waiting for you for the people who can answer in the conversation's branch, and rings the app (see Push "waiting for a reply"). A conversation has one open handoff. A stronger reason replaces a weaker one, in this order: complaint, asks for a person, script, advice, doesn't know. A handoff with a pause marks the conversation needs a person.

The line of the item also says whether a word has gone to the client. If the online admin has answered the client nothing since the run that handed over began, the line says exactly that: no reply has gone to the client yet. It does not retell what the online admin said or promised. For a decided item the same reads "no reply had gone to the client before the handover". The six reasons Talemo names do not depend on this: nothing goes to the client for them, and the line asks you to reply. Only for a decided item of four of them (took too many steps, failed before replying, the conversation did not fit, couldn't reply) the line opens with "The online admin couldn't reply to the client" instead, since there is no one left to ask.

The handoff has no decision. It goes away when the client gets an answer from a person: from the web, through the assistant in the app, or from the business phone. When the online admin did not know the answer and the answer is then approved in Knowledge, the online admin answers the client itself while the window is open, and the item closes as "The online admin answered by the new knowledge".

It also closes without an answer when Give back to the online admin is pressed, or when the person's card moves to Spam. If a person has already replied or taken the conversation over, the online admin does not hand it over.

Answering a handoff

• On the web: Reply and give back to the online admin, or Reply and keep it yourself.
• In the app: Reply. The assistant shows the message first, and in its card you choose: Send and give back to the online admin or Send and keep it yourself. While the online admin is paused there is also Give back to the online admin without a reply.
• When the channel window is closed Talemo cannot send the reply, and the item offers Open {channel}, so the answer goes from the channel's own app (see Channel window and WhatsApp templates).

Who sees it

A person who has the right to answer conversations in that branch sees the handoff. A role limited to its own conversations sees handoffs only in the conversations it is responsible for. Conversations of Spam cards have no handoffs.

Tools and refusals

• Only the online admin answering in the conversation hands it over with talemo_hand_over_conversation; anyone else is answered not_found, and a person takes a conversation with talemo_take_conversation. Tell the client first, then hand over.
• reason is unknown_answer, consultation, asks_for_person, conflict or script_rule. asks_for_person, conflict and script_rule also pause the online admin in this conversation until a person returns it; after unknown_answer and consultation it keeps answering everything else. A handoff already waiting with the same or a stronger reason is answered as it is, and no second one is made; a stronger reason replaces it with a new one. From the strongest: conflict, asks_for_person, script_rule, consultation, unknown_answer.
• Once a person replied or took the conversation, or the online admin is off, the handoff is refused with conversation.agent_held and params.mode. In drafts mode it is not held back: it goes at once, while the reply waits for a person.
• Talemo itself hands a conversation over when a run of the online admin broke off before it wrote to the client — it took too many steps, failed, could not fit the conversation into one request, hit its spending limit, or twice ended in words that never went to the client. talemo_get_conversation shows that handoff with the reason step_limit, run_failed, context_too_large, spend_limit or reply_not_sent, or changed_no_reply when the run had changed something first, such as booked, moved or cancelled a visit. Those reasons are not named by the online admin, and talemo_hand_over_conversation refuses them. They pause nothing.
• The handoff in the answer of talemo_hand_over_conversation and in talemo_get_conversation carries told: true when a message of the business was queued for the client in this conversation since the run that handed it over began (a withdrawn one does not count, one that then failed to go does); false means no reply has gone to the client yet, and the people of the business see that in the item.