Email hand-off

Setup

1. Open Settings → Hand-off and select Email.
2. Add connection and enter the destination address (and any fields the form requests, such as display name or reply routing).
3. Save, then under Agents → Hand-off attach this connection to agents that should use email escalation.

What you get

Email hand-off sends the conversation (or a structured summary, depending on product behavior) to the inbox you configure. Exact email layout, threading, and inclusion of transcripts or metadata follow the live product.

Feature notes

• Availability: Email is intended as a simple, universal destination; advanced ticketing features belong to helpdesk providers.
• Per-channel behavior: Confirm with a staging test that the payload meets your team’s process (routing rules, spam filters, etc.).

See also Hand-off overview.