How to accept a customer who came from another department and track acceptance time
See the summary for the customer who moved from one department to another, accept it to take over, and track how long each department takes to accept.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
When a customer changes departments, for example after closing a purchase in Sales, they arrive at the next department with a handoff summary of what is already known: what they bought, how they paid, and the next step. The Department handoffs screen brings these arrivals together and measures the time until someone accepts.
Where to find it in Cognizy
Before you start
- Departments and handoff rules are in Settings › Departments.
- Anyone in the destination department, the owner, and administrators can accept handoffs.
Step by step
- Step 1:
Open . At the top, Waiting for acceptance shows how many customers are waiting for someone from the department.
- Step 2:
In the list, each card shows the customer, the handoff type, and where they moved from and to, such as Sales → Support. Click View summary.
- Step 3:
The summary shows what is already known: what the customer bought, the payment, and the agreed next step. Read it before talking to them so you do not ask again.
- Step 4:
Click Accept to take over the customer. If the handoff does not make sense (wrong customer, already helped), click Discard.
- Step 5:
To track performance, see the By department in the last 30 days table: how many handoffs each department received, accepted, how many are waiting, and the Time to accept. Use the tabs (All, Sales, Support…) to filter the list.
How to know it worked
The card leaves Waiting for acceptance and the handoff is counted as accepted. The time it took is included in the department average in Time to accept.
If something goes wrong
A handoff has been stuck for hours.
The Stuck for more than 2 h indicator shows how many there are. Ask someone from the department to accept it or adjust who receives them in Settings › Departments.
The Accept button does not appear.
Only people in the destination department, the owner, and administrators can accept. Ask to be added to the department.
I took over the conversation directly and the handoff kept waiting.
When you take over the conversation of a customer with an open handoff, the handoff is automatically counted as accepted; refresh the screen.
Next step
Set which numbers the AI should ignore.
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