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Guide

Handle customer questions with the assistant

How conversations flow from the widget to your Conversations page.
Beginner1 min readPart of Customer support with GorZesk

Before you start

The widget installed or a channel connected.

The flow

  1. 1Step 1: A customer asks a question on your website or a connected channel.
  2. 2Step 2: The assistant retrieves from your catalog and orders and replies.
  3. 3Step 3: If nothing in your records supports an answer, it hands off and the conversation is marked handed off.
  4. 4Step 4: You see every conversation in Conversations and can reply yourself.

A weekly habit

Skim handed-off conversations. Each one usually points at a missing product detail worth adding.

Part of: Customer support with GorZesk

Next recommendedHand-off to a human, done well

Related

  • Best practiceHand-off to a human, done wellMake the moment the AI steps aside feel helpful, not like a dead end.Read
  • TutorialReply to customers from ConversationsRead a transcript and answer as a person.Read

Last updated 2026-09-25. Something unclear or wrong? Tell us.

Related

  • Hand-off to a human, done well
  • Reply to customers from Conversations
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