Hand-off emails are not arriving

Set them up

1. Open the campaign's General settings step. Under Hand-offs, choose when to hand off: Hand off sensitive requests to a person is on by default, with the request types you tick, and Tell my team after a positive reply is off by default.
2. Under Hand-off channels, keep Email on and fill in Send hand-off emails to. Also copy (optional) takes up to 10 more addresses.
3. Under Send from, keep Growth Dept ACR to send from notifications@acr.growthdept.ai, with nothing to connect. The sender shows as your store's name followed by "via Growth Dept ACR", and replies go to the support email on your brand profile. Pick Your connected mailbox to send from a mailbox on the Mailboxes page instead; when that mailbox can't send, the email comes from Growth Dept ACR.
4. Publish the campaign. Hand-off emails use the published settings, so saved changes do nothing until then.

Check in this order

1. Is there a hand-off? Look on the Handoffs tab, under Open and Resolved. No row means no email was due. Read the conversation on the Interactions tab, then check which request types are ticked.
2. Is live sending on? Hand-off emails follow the same switch as messages to shoppers. If interactions on a real run show Simulated (nothing sent), live sending is off for ACR, and hand-offs are recorded in ACR only. Demo stores never send them.
3. Is the address published? Check General settings on the campaign that ran this lead, since each campaign has its own address. The Campaigns list shows Unpublished changes when edits are waiting. With both hand-off switches off, ACR does not ask for an address, yet a reply asking for a person still creates a hand-off, and that one sends no email.
4. Is it in spam? Search for a subject starting Hand-off requested:. From Growth Dept ACR, the sender address is notifications@acr.growthdept.ai; add it to your allowed senders if your mail filter holds it. From your own mailbox, look in that mailbox's Sent folder first.
5. Did the send fail? ACR tries once. A failed send is not retried and leaves no message in the app, so follow up from the Handoffs tab, and watch whether the next hand-off arrives.

What the email contains

The subject starts Hand-off requested:, then names the shopper and the reason, for example "Maya Rowan asked for a refund or a return". The email shows the store and campaign, why the shopper needs a person with the agent's note, the shopper's name, email and phone, and the latest interaction: its channel, whether the shopper or the agent sent it, the time in your store's time zone, the message itself (the end of the transcript for a call) and the agent's summary. Open the hand-off in ACR opens that request on the Handoffs tab.

The shopper's contact details go only to the addresses in the campaign's settings, so your team can follow up straight from the email. ACR keeps them out of its logs.

Every hand-off also appears on the Handoffs tab and in Notifications, whatever happens to the email. To post them to a channel as well, see Slack hand-offs.