When the agent hands off to your team

Ten kinds of request

The agent is there to help a shopper finish a checkout. Some of what shoppers bring up needs someone who can see an order or make a decision, so General Settings lists ten request types the agent should pass to a person. Six are on by default. The lines below are our own examples.

You can add your own under Other requests: up to 20 situations in a few words, such as “asks about wholesale pricing”. The agent treats them like the ten above. Keep them specific, because a loose trigger like “seems upset” leaves the agent guessing.

What happens to the outreach

The agent tells the shopper the store’s team will follow up, and on a call it then ends the call. ACR records the hand-off, ends the run and cancels every step still waiting. While the request is open, no campaign contacts that shopper.

When someone has followed up, they open Hand-off requests under Leads and mark it resolved. The shopper goes back to idle, and the run that handed off does not restart. A later checkout can start a campaign after the usual checks, including the cooldown: by default the same campaign will not start again for that shopper within 30 days of their last run.

Two neighbors work differently. Tell my team after a positive reply, off by default, sends your team a notice and lets outreach continue. And a reply that ACR cannot read clearly goes to Review Required, which pauses the run until someone clears it.

Where the notice goes

Every hand-off appears on the Hand-off requests page and as a notification inside ACR. Two more routes reach your team where they already work:

• Email is on by default. You give one address and up to ten in CC. The notice goes out through your store’s connected Gmail mailbox, the only kind of mailbox that sends today, so with no Gmail mailbox connected, no email goes out. See Gmail.
• Slack is off by default. An admin pastes an incoming webhook URL from a Slack app, and notices post to that channel. See Slack.

A notice gives the shopper’s first name, the request type, the agent’s note and a one-line summary of the conversation, with a link to the hand-off. It never carries a phone number or email address, so whoever follows up opens ACR to get them.

Which ones to switch on

A hand-off is a promise, because the agent has just told a shopper someone will be in touch. We would switch on a category only if a named person reads that route, including on weekends if your campaign contacts shoppers on weekends. The recommended schedule runs every day.

With that in mind, here is what we would do with the list:

• Keep the six defaults. Each one needs information or authority the agent does not have.
• Switch on legal or compliance questions at almost any store. An AI agent should not be working out its own answer to “is this legal?”
• Switch on website or checkout problems if someone can act the same day. Those notices can be your first sign of a broken checkout.
• For product questions, fill in the common questions on your brand profile first, then switch it on and watch the volume. Each notice shows you a fact the brief is missing.
• Switch on pricing or bulk orders if you sell in bulk. If you do not, leave it off and add a guardrail saying so.