Email handoff & transcripts
You want handoffs and conversation records delivered by email (the Starter path).
On every plan, the agent can hand off and send transcripts by email. This is the core records path on Starter.
How it works
- Handoff email. When the agent escalates, your team gets an email with the conversation so far and the shopper's contact details, so you can follow up.
- Transcript email. Conversations are sent to you as transcripts so you keep a record even when no escalation happened.
Set where these go in Settings → Support emails (see Set transcript & escalation emails and fallbacks).