01You
What happens when it doesn't know?
Hollin
It says so. The question goes to the right person with a summary of the thread and what it searched.
02You
How does it work?
Hollin
A handoff happens when no source answers the question, when sources disagree, or when the question matches a topic you route straight to a person (legal or billing, for example). The person who asked gets a short note that someone will reply, if you turn that on.
The summary
The person who picks it up sees the question, the thread, the searches Hollin made and the closest pages it found. Most handoffs can be answered without reading the whole thread.
Handoffs are not counted
A question handed to a person does not use one of your monthly answers.
- Routing
- By topic or keyword
- Summary
- Thread, searches made, closest pages
- Where
- Email, team chat or webhook
- Counted as an answer
- No
03You
Ask next
Hollin