Organize the team that handles service
Handovers (Your day › Handovers) shows the conversations that the AI or one department handed off to another, so nothing is left without an owner.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
| Screen | What it does |
|---|---|
| Conversation distribution | Who gets each conversation: by department, round-robin, or whoever is most available, with service hours by team. |
| Response timeframes (SLA) | First response and resolution deadlines, with an alert before they are missed. Available starting from the Business plan. |
| Saved replies | Shortcuts with text, audio, and files for repeated responses. |
| Tickets | Each case gets a protocol number with a deadline and owner, which the customer can check later. |
| Satisfaction survey | A 1 to 5 rating sent when the service is closed, with a report by person, channel, and department. |
Handovers () shows the conversations that the AI or one department handed off to another, so nothing is left without an owner.
Sign in with your Cognizy account to save your progress.
Sign inWas this article helpful?
Next step
Where to find it in Cognizy