Learning objectives
By the end of this lesson you will be able to:
- Describe when Anchor hands a conversation off.
- Find handed-off conversations in Anchor.
- Turn repeated hand-offs into better records.
When Anchor hands off
If the catalog search finds nothing relevant, the customer assistant does not fill the gap. It says it cannot confirm that and hands the conversation to your team. Questions that are not about your products, such as delivery areas or opening hours, usually end here too.
Where hand-offs appear
- The conversation is marked as needing a reply.
- It appears in Conversations and in the Today attention list.
- An owner or admin replies; staff members can see the conversation and take it for themselves.
Closing the gap
A hand-off is useful information. When the same question keeps arriving and it is about a product, add the missing detail to that product so the next answer can use it.
Illustrative example · fictional data
From hand-off to better record
A made-up shop and customer.
- A customer asks whether the oak desk is solid wood. The description does not say.
- Anchor says it cannot confirm that and hands the conversation off.
- The owner replies from Conversations: yes, solid oak.
- The owner adds "Material: solid oak" as an attribute, so the next customer gets an answer straight away.
Practical exercise · planning
Plan your hand-off routine
- Decide who on your team reads handed-off conversations, and when each day.
- Write the sentence you will use when you reply after a hand-off.
- List two details you expect customers to ask about that are not in your catalog yet.
Recap
- No relevant result means a hand-off, not a guess.
- Hand-offs show up in Conversations and the Today attention list.
- Repeated hand-offs point to missing product details worth adding.
Knowledge check
Three questions. Choose an answer, check it and read the explanation; you can try again as often as you like.
Your answers are not saved or sent anywhere.
Further reading
Finish this lesson
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