Handover and assignment - Shortext

Handover

A conversation is in handover when a human follows it: the AI agent no longer answers this contact.

Take over: turn on the assistance switch of the conversation, or simply reply to the customer. The AI stops answering.
Hand back: turn the assistance switch off. The AI answers the next messages of the contact again.

Handover applies to the current session. Each change is announced to your systems by the conversation.handover and conversation.released webhooks.

Write in the agent’s instructions when it should ask for a human, for example “for refunds, tell the customer a person will follow up”. Your team then takes these conversations over from the Inbox.

Assignment

You can assign the current session of a conversation to a member of your company. It then appears in their Mine view.

A member with the agent role cannot answer a conversation assigned to someone else.
Unassigned conversations are listed in Unassigned.

From the API

Action	Endpoint
Take over	`PUT /conversations/{id}/handover`
Hand back	`DELETE /conversations/{id}/handover`
Reply without taking over	`POST /conversations/{id}/messages` with `"handover": false`
Assign / unassign	`PUT /conversations/{id}/assignee` with `user_id` (or `null`)
List the members you can assign	`GET /conversations/assignees`

See the guide Handover and release.