Email handoff
Send handed-off conversations to up to five verified email addresses, available on every plan.
Email handoff is included on every plan and is the fallback whenever another target fails.
Set up
- Open Handoff → Integrations → Email and add up to five recipient addresses.
- Each recipient gets a verification email. Until a recipient clicks the link, nothing is sent to that address. Links are valid for 7 days; use Resend for a new one.
- Add Email to your targets under Handoff → Routing and click Send test.
Without an email integration, the email target uses the verified addresses of the store's owners and admins.
The message
The email has the subject [ShopAssist] <reason> – <shopper name or Guest> (<store>) and contains the identity lines, the AI-generated summary, the transcript and a link to the conversation. Reply-To is the shopper's email only when it is verified or the shopper typed it into the handoff form. The headers X-ShopAssist-Conversation-Id and X-ShopAssist-Handoff-Id let you filter or thread messages in your mail client.
When delivery fails
If a helpdesk target fails five times, the handoff falls back to email, and owners and admins get one alert per integration per day. If email delivery fails too, the shopper is told and offered a new try.
Last updated on