> ## Documentation Index
> Fetch the complete documentation index at: https://docs.taskezy.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations and handover

> See every customer conversation, step in when the front desk needs a person, hand back when you're done — and see how it's doing in Analytics.

Every conversation your front desk has, on your website or WhatsApp, is in **Front desk → Conversations**. This is where your team steps in.

## Finding conversations

| View | Shows |
| - | - |
| **Needs you** | Conversations waiting for a person — start here. |
| **Mine** | Conversations you own. |
| **All** | Everything. |
| **Resolved** | Conversations marked as done. |

Each conversation shows who's answering it:

* **Assistant** — the front desk is handling it.
* **Waiting for a person** — it has asked for someone from your team.
* **A person is on it** — someone on your team has taken over.
* **Nobody picked up** — it waited and nobody took it.

The side panel shows the customer, whether the front desk has matched them to your records (**Not identified** or **Matched to a customer**), the channel and when it started.

## When the front desk hands over

It hands a conversation to your team when a customer asks for a person, when it reaches a subject you've told it always goes to a person, or when it can't help. The customer is told someone will pick it up.

**Who gets told**

<Steps>
  <Step title="The conversation's owner">
    If the conversation has an owner, they're told first.
  </Step>

  <Step title="Your front desk team">
    If there's no owner, or the owner doesn't pick it up in time, everyone with the **Front desk** [role](/whatsapp-setup#roles) is told as well. If nobody has that role, your workspace owner is.
  </Step>
</Steps>

They get a notification in the app and a WhatsApp message from Tia. Only people with a verified WhatsApp number get the WhatsApp message.

**If nobody picks it up**

* **After 5 minutes**, the customer is told nobody's free this minute, more people are alerted, and a task is created — *"Reply to \[customer] — they asked for a person"* — for the owner, or your workspace owner. The task closes itself when someone takes the conversation or resolves it.
* **After 3 hours** holding a conversation without finishing it, the person holding it gets a nudge.
* **After 12 hours**, the conversation goes back to the front desk.

## Taking over

Open the conversation and click **Take over** — or just start typing: sending a message takes it over, and the front desk stops immediately. If a colleague already has it, you're asked to confirm first. The customer is told: *"One of the team has joined and is reading this now — they'll take it from here."*

Taking a conversation over makes you its **owner**. You can also set the owner from the **Owner** picker at the top.

If you've switched on **Draft a reply while you're handling it yourself** (on the [Handover tab](/front-desk-setup#handover-when-it-passes-to-a-person)), a **Suggested reply** appears for you to **Send**, **Edit** or **Discard**. Only you see it until you send it.

On WhatsApp, if more than 24 hours have passed since the customer last wrote, you'll need **Send follow-up** instead — see [Replying after 24 hours](/front-desk-whatsapp#replying-after-24-hours).

## Handing back and finishing

* **Give back to assistant** — the front desk picks the conversation up again, and tells the customer: *"I'm back with you — what else can I help with?"*
* **Resolve** — mark the conversation done.

People who can see the front desk but not change it see **View only**.

## Analytics

**Front desk → Analytics** shows how your front desk did over the last 30 days:

| Tile | Meaning |
| - | - |
| **Handled on its own** | Finished conversations it resolved without a person. |
| **Came back after** | Conversations marked resolved where the customer asked again within a week. A high number here means some "resolved" ones weren't. |
| **Passed to a person** | The share of finished conversations handed to your team. |
| **Time to a reply** | From a handover to someone on your team answering. |

**Why it passed things over** breaks handovers down by reason — the customer asked for a person, you took over, it was beyond what it can do, it was going round in circles, the customer sounded unhappy, your rules said so, it was outside your hours, it hadn't been told, or something broke. The last few are the ones to fix: teach it what it was missing on the [Knowledge](/front-desk-knowledge) page.

<Note>
  **Handled on its own** only counts conversations someone marked **Resolved** without a handover. Resolve the ones it handled well, and the number will reflect it.
</Note>

## What's next

* [Set when it hands over](/front-desk-setup#handover-when-it-passes-to-a-person)
* [Team and roles](/whatsapp-setup) — give people the **Front desk** role
* [What your front desk knows](/front-desk-knowledge)