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Act on a session

From a session you can bring in a person or open the customer's full profile.

Hand over to an operator​

When a conversation needs a person — an upset customer, a case the agent cannot solve, a high-value lead — hand the active session over directly from this screen. The AI stops responding, and the session appears in the Human Agents workspace.

A session can reach a human in three ways:

TriggerDescription
ManualYou click Hand over to the operator on this screen.
AutomaticThe AI agent triggers a handover based on the handoff conditions configured for it — see Allow human handoff in Simple mode.
Customer requestThe customer asks for a human and the agent's instructions allow the transfer.

Hand a session over​

  1. Find and select the active session. Active sessions show a pulsing dot in the Agent column.
  2. Under the chat, click Hand over to the operator.
  3. Wait for the confirmation message Session set to operator.

After the handover:

  • The AI agent stops responding automatically in this session.
  • A system marker Transfer to human agent at <date and time> appears in the chat.
  • The session appears as an incoming session in the Human Agents workspace, where a human agent can accept it with the complete conversation history.
  • Once a specific person is assigned, the Responsible column shows their avatar, and an assignment marker appears in the chat.
  • Messages the human agent sends are logged in the same session history.

If the button is disabled​

Hover over the button to see the reason:

  • Session is already finished — a closed session cannot be handed over; the customer's next message starts a new session.
  • Session is already handled by an operator — the session is already in human or copilot mode.
  • You do not have permission to hand over sessions — ask your administrator for the required role.
Intercom

For the Intercom channel, handover is controlled by the Assignee field in Intercom itself: assigning the conversation to any user other than the Flametree bot moves the session to human mode automatically.

Open the customer in 360 View​

From any session you can jump to the customer's full profile in 360 View — contact details, sessions across channels, and collected data in one place. Use it to check the customer's earlier conversations or to verify and edit customer data.

  1. Select a session.
  2. In the Parameters & results panel, find the Contact info block.
  3. In the block header, click Open in 360.

The customer profile opens in a new browser tab, so your place on the Sessions screen is preserved — switch back to the original tab to continue reviewing.

If the block shows No contact info found, the session has no linked customer profile and there is nothing to open. This is common for anonymous web-widget visitors who shared no contact details.

  • Human Agents — the workspace that receives handovers
  • 360 View — the full customer profile behind a session
  • Read a session — read the chat and review collected results
  • Simple mode — configure human handoff conditions

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