Support handoff
Support handoff
Support handoff lets the agent escalate a conversation to your support team when it reaches its limits: the user asks for a person, an issue can’t be resolved, or sentiment turns frustrated. The handoff carries a one-line summary of the problem so it arrives with context.
This is distinct from embedding the agent in your product. For that, see Setup & embed.
When it triggers
Section titled “When it triggers”The agent offers a handoff when:
- The user explicitly asks for a human.
- An issue can’t be resolved from Knowledge or actions.
- Sentiment turns frustrated.
Two ways to hand off
Section titled “Two ways to hand off”| Mode | What happens | Destinations | Code |
|---|---|---|---|
| Forward | Foldspace sends the summary and context to your support channel and someone picks it up there. Asynchronous. | Email mailbox, HubSpot ticket, Webhook | None — server-side, Offer support handoff ON |
| Live handoff | The agent opens your support widget seeded with the summary and steps aside; the user keeps talking in the same session. | Intercom, Zendesk, or any custom support agent | Front-end support_handoff handler, Offer support handoff OFF |
Any support product with a JavaScript widget can be a live destination — Intercom and Zendesk are walked through in full, and the same pattern works for a custom one.
Email is the simplest and the usual starting point: turn one toggle on, point it at an address, done. See Email handoff.
What each destination requires
Section titled “What each destination requires”Email is a Foldspace core tool — no code. Escalation runs server-side: turn Offer support handoff ON in Style & behavior → Data Access & Handoff, and configure the Email integration with a destination address. Foldspace sends the summary and context from there; there is nothing to implement in your front end.
In-app handoff to Intercom or Zendesk is code, and the toggle stays OFF. You register a support_handoff action handler in your front end; it opens the Intercom Messenger or the Zendesk widget seeded with the agent’s one-line summary, and the user continues the conversation there. Leave Offer support handoff OFF so escalation runs through your action rather than the built-in ticket channel.
For Intercom and Zendesk it’s one path or the other. Use the in-app path where you staff live chat, and email where you work asynchronously. The toggle follows from that choice: ON for email, OFF for the in-app code path.
Enable support handoff
Section titled “Enable support handoff”Email handoff (no code)
Section titled “Email handoff (no code)”Turn Offer support handoff ON, point the Email destination at an address, and test. Full walkthrough, including how to choose the address: Email handoff.
In-app handoff to Intercom or Zendesk (code)
Section titled “In-app handoff to Intercom or Zendesk (code)”-
Leave Offer support handoff OFF in Style & behavior → Data Access & Handoff.
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Create the
support_handoffaction so the agent knows when to escalate. -
Add the action handler in your front end (Intercom handoff · Zendesk handoff).
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Test a conversation that should escalate and confirm the Messenger or widget opens with the summary.
Related
Section titled “Related”- Integrations overview: all third-party connections.
- Email handoff: the no-code path, in full.
- Intercom and Zendesk: destination setup.
- HubSpot: CRM sync and the native ticket destination.
- Style & behavior: the toggle that offers a handoff.