Hand-offs to your team
When the agent passes a shopper to a person, how your team hears about it, and what resolving one does.
Last reviewed November 7, 2026
When a hand-off happens
The agent hands a shopper to your team when they raise a request type you chose. The choices are in a campaign's General settings, under Hand off sensitive requests to a person, which is on by default.
| Request types | |
|---|---|
| Selected by default | Billing and payments, An existing order, Returns and refunds, A complaint, Privacy or data requests, Asks to speak with a person |
| Off until you select them | Pricing or a bulk order, Product questions the agent cannot answer, A problem with the website or checkout, Legal or compliance questions |
Under Other requests you can describe up to 20 situations of your own in a few words.
A hand-off ends the campaign run with the outcome Handed to your team and sets the lead to Hand-off requested, so no campaign contacts them while it stands. A reply the agent cannot read is different: that lead goes to Needs review and its run pauses. See leads and their states.
Hear about positive replies too
Tell my team after a positive reply is off by default. When you switch it on, a positive reply also creates a hand-off so a person can follow up, and the run keeps going.
How your team hears
Every hand-off appears on the Handoffs tab and in Notifications. Two more channels are set per campaign under Hand-off channels:
- Email is on by default. Give the address, plus up to 10 copies. It comes from Growth Dept ACR's own sender, so you don't need to connect a mailbox; under Send from you can pick your connected mailbox instead. See hand-off emails.
- Slack posts to a channel you connect. See Send hand-offs to a Slack channel.
While live sending is off for ACR, neither channel sends. The hand-off still appears on the tab and in Notifications.
Resolving
Follow up with the shopper in your own tools, then press Resolve. Resolving sends nothing to the shopper. Once a lead has no open hand-offs left it returns to Idle. The run that handed off does not restart, and a later checkout can start a new run if the campaign's cooldown has passed. Viewers can read hand-offs but cannot resolve them.
The tab has Open and Resolved views and a campaign filter. Conversation on a row opens that lead's interactions.