What a handoff ticket contains

The point of a handoff ticket is that your agent opens a conversation they can already read, instead of asking the customer to start again.

The summary

At the top, a written summary of what the visitor was trying to do, what they were told, and where it broke down. Your agent can read it in a few seconds and know whether they need the detail below.

The transcript

The full conversation underneath, in order, both sides. Nothing is trimmed for brevity; if the conversation was long, the middle is compressed rather than the ends, so the opening question and the point of failure both survive.

The articles the assistant showed

Every help-centre article cited during the conversation, listed with its link. This tells your agent immediately what the customer has already read — which is the difference between a useful reply and repeating a page they have seen.

A diagnostics note

The trace identifier behind each answer, so a bad answer in the conversation can be traced back to the exact request in our logs. This is for you and for us; it is factual and unobtrusive.

Who it says it is from

The name and email the visitor gave, and a note of where that identity came from — a form they filled in, or an attribute your page supplied. Neither is verified, and the ticket never claims otherwise. See Limits and edge cases in handoff.

What is removed before it reaches you

Payment card numbers, card security codes, passwords and API tokens are stripped out of the transcript before it leaves us, and replaced with a marker. This applies to both sides of the conversation, because an answer can repeat what it was told.

The detection requires the actual value, not just the word: a card number must have a real card prefix, a valid length and a valid checksum; a password must be followed by something password-shaped. So a customer writing "I went to Settings, then Password" keeps their sentence — an earlier and blunter version of this would have handed your agent a redaction marker where the customer had described the screen they were stuck on.

Email addresses and phone numbers are deliberately not removed. They are how your agent replies.