What a human agent inherits when a bot hands off
When a bot hands a conversation to a person, here's exactly what arrives with it — so the customer never starts over.
The moment an assistant decides a person should take over is also the moment most support tools quietly lose context: a customer who was mid-conversation on a website chat is handed to an agent who sees a blank inbox and has to ask "how can I help?" from scratch.
What actually moves with the conversation
In Kav's agent desk, a handed-off conversation arrives with everything said so far — not a summary, the actual conversation. An agent doesn't re-derive what the customer already explained; it's already there, in the same queue a channel filter can narrow but never requires.
Queued by team, not by app
Conversations are queued by department, and the channel a conversation arrived on — website, Telegram, WhatsApp — is just one property of it, not a separate inbox. An agent working the billing queue sees every billing conversation, whichever channel it came in on.
What's deliberately withheld, and why the screen says so
An agent sees only what their department's permissions allow. Where something is withheld, the interface says what was withheld and why, rather than silently omitting it — so a gap in what an agent can see is never mistaken for a gap in the record.
The same queue, inside the CRM
For an organization whose agents live in a CRM all day, the identical queue is available as a panel inside Microsoft Dynamics 365 — so taking a handed-off conversation doesn't mean leaving the record the agent is already working in.