Resolve or escalate customer conversations
Choose where handoffs go, then resolve, escalate, or reopen a customer conversation from its thread.
Email recipients
Every handoff goes to your team by email. Add addresses in Handoff address to include anyone else who should hear about it.
Add an address
In Connect › Email, enter an address in Handoff address.
In Connect › Email, select Add.
Remove an address
In Connect › Email, select the added address to remove it.
Choose a handoff channel
Every handoff goes to your team by email, plus any extra addresses you've added in Connect › Email. A configured Slack handoff channel also gets the handoff card. If both Slack and Discord channels are configured, Slack gets the card; Discord gets it only when no Slack channel is set.
If Slack or Discord isn't connected yet, connect it first: Connect Slack or Connect Discord.
In Connect › Email, select Pick a channel for Slack or Discord.
In the channel menu, select Use this channel for the channel you want.
Resolve a conversation
In the conversation thread, select Mark resolved to resolve it.
Escalate a conversation
In the conversation thread, select Escalate. The thread is handed to your team and reads Waiting on you.
Reopen a conversation
In a resolved conversation thread, select Reopen to reopen it.