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Handover. The lead, in your team's hands.

The Handover gets the lead to a person: your team can take over a chat, calls can transfer to a person, and callback requests land on your list.

On your website chat, phone line and WhatsApp.

Request a demo

ExampleA lead, with a way to reach them

Route
London to Singapore
Name
Hannah Cole
Phone
+44 7700 900123

Sent to your CRM

ExampleCallbacks asked for

  • Raj MehtaGroup booking, 12 people. Tomorrow, around 9:30
  • Mia GrantGrade 6 admission. Monday, after 16:00
  • Leo HartStand for a March show. Friday morning

The Handover at work. A lead in, a person on it.

What goes in

  • A lead with a way to reach them.
  • The hours your team takes over.

What comes out

  • The lead in the CRM or system you connect.
  • A person on the chat or the call, or a callback request on your list.
ExampleCallbacks asked for
  • Raj MehtaGroup booking, 12 peopleTomorrow, around 9:30Website chat
  • Mia GrantGrade 6 admissionMonday, after 16:00Phone
  • Leo HartStand for a March showFriday morningWhatsApp

You decide

  • The hours your team takes over.
  • Who on your team handles chats, and so who can press Take over.

Where it stops

Outside the hours you set, it does not put anyone through: it takes a callback request with the time they would like, and adds it to your list.

Three ways to hand over. Your team decides which, and when.

  • Take over

    Anyone on your team who handles chats can press Take over, reply as themselves, and hand the chat back when they are done.

  • Call transfer

    On a call, the agent can put the caller through to a person.

  • Callback requests

    Outside your hours, it takes a callback request with the time they would like and adds it to your callback list.

Questions about the Handover.

More in the FAQ, or write to hello@brightshoal.si

Can my team jump in?

Yes. With live handoff switched on, anyone on your team who handles chats can press Take over, reply as themselves, and hand the chat back when they are done. On calls, the agent can transfer the caller to a person.

Where do the leads go?

To the CRM or system you connect. A lead is sent once the agent has a way to reach the customer, a phone number or email. If you prefer, it can wait until every detail you mark as required is in.

Next in the stack. Meet the Night shift, or the whole team.