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

# Human handover

> When a colleague takes over a conversation, how that looks in the chat, and who gets notified.

The **Übergabe** tab covers two things: when your team hears about a conversation, and how a human takeover appears in the chat.

## Notifications

<Info>
  Notifications are configured **per person**, not per agent, under **Einstellungen → Benachrichtigungen**. The same switches used to exist on every agent as well, which meant nobody knew which setting applied.
</Info>

One setting remains on the agent:

| Setting                                                                               | Meaning                                                                     |
| ------------------------------------------------------------------------------------- | --------------------------------------------------------------------------- |
| Switch *"Erlauben Sie dem Agent, Sie bei dringenden Angelegenheiten zu kontaktieren"* | The agent decides for itself when a situation is urgent and alerts the team |
| **Empfänger**                                                                         | Who gets an email in that case                                              |

The agent judges urgency from its instructions. Write there what counts as urgent, or the interpretation is a matter of taste.

### Which events exist

Under **Einstellungen → Benachrichtigungen** each person chooses what they hear about:

| Event                     | Fires when                                            |
| ------------------------- | ----------------------------------------------------- |
| **New chat**              | A visitor starts a conversation                       |
| **Handover requested**    | The visitor explicitly asks for a human               |
| **Inactive-chat summary** | A conversation goes quiet and the agent summarises it |
| **New contact details**   | A visitor left a name and email address               |

Each event can be switched separately for **in-app**, **email** and **mobile**.

<Warning>
  For the chat events: without saving the settings once, nothing is sent — even when the switch on the page looks enabled. Click **Änderungen speichern** once, then verify with a test chat that the email actually arrives.
</Warning>

## Human takeover

When a colleague takes over a conversation from the app, the visitor sees it in the chat. The wording is set here:

| Field                                 | For                                                                                                                |
| ------------------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| **Mitarbeiter-Bezeichnung**           | The name shown instead of the agent                                                                                |
| **Übernahmenachricht**                | Shown when a human joins                                                                                           |
| **Freigabenachricht**                 | Shown when the AI takes over again                                                                                 |
| **Nachricht bei Mitarbeiter-Anfrage** | Shown when the visitor asks for a human                                                                            |
| **Mitarbeiter-Symbol**                | Own image for the human's messages, up to 2 MB. Sits in the collapsible **Erweitert** section below the four texts |

All texts can be provided per language.

<Tip>
  Word the takeover message so it is clear a human is now writing: *"Hello, this is Sarah from the team. I'll take it from here."* A neutral *"An agent has joined the chat"* reads like a system message.
</Tip>

## Collecting contact details

Independently of handover, the chat can ask for a name and email before the visitor continues. Contacts land under **Mehr → Kontakte** and trigger the *New contact details* notification.

<Warning>
  Asking before the first answer costs conversations. Someone who has received nothing yet is reluctant to hand over their address. Ask once the agent has actually helped.
</Warning>