If a Customer searches for Answers in Glad App and then decides they need more help and chats with an Agent, the Agent will be able to see what terms a Customer searched and what Answers they were shown right in the Customer’s Conversation Timeline before helping them. This is called Self-Service Handoff. It’s designed to remove the need for Customers to repeat their stories when reaching an Agent, allowing Agents to pick up right up where self-service left off.
Below is the Agent’s view of what a Customer’s search history would look like in the Conversation Timeline.
When an Agent clicks one of the Answers in the Conversation Timeline, the Answers Panel opens and shows the Agent the exact Answer the Customer saw, preventing the Agent from simply repeating an Answer the Customer already saw.
