Handoff audit trail

When you run several agents that pass work between each other — a front-line agent handing a billing question to a billing specialist, for example — the handoff audit trail records every one of those handovers. It answers the questions an auditor or a teammate will ask later: which agent handed off, who or what made that decision, why, and what the receiving agent was told.

What's recorded

Each handoff is captured as a single, tamper-evident entry with everything needed to understand it after the fact:

• From and to — which agent handed the conversation off, and which agent picked it up.
• Who decided — whether the handoff was made by the agent's own rules or triggered by a person.
• Why — the reason for the handoff, such as the topic being out of the first agent's scope.
• What context passed — a record of the information carried over to the receiving agent, so you can see exactly what it was told.
• When — the time of the handoff, to place it on the conversation's timeline.

View handoffs

1. Open a conversation to see its handoffs inline on the timeline, marked where one agent passed to another.
2. Or open the Handoffs view to browse handoffs across all conversations in one place.
3. Select any handoff to expand the full record — the from/to agents, the decision, the reason, and the context that passed.

Filter and review

Narrow the list to find what you need — by the agents involved, by reason, or by time range — so reviewing a specific period or a specific routing pattern is quick. This is the view to reach for when answering "how did this customer's request get handled" or "how often does this agent escalate."

Export for the record

Export the handoff history when you need to hand evidence to an auditor, attach it to a review, or keep a record outside Convoship. The export preserves the same details shown in the studio — who decided, why, and what context passed — so the record stands on its own.