The live console
In the portal at https://portal.usemoss.dev/fa the live console shows you what is happening right now across your agent.Active calls
Live conversations in progress, with a running transcript.
Handoff queue
Requests waiting for a human, oldest first.
Potential leads
High-intent conversations flagged for you to jump into.
Take a handoff
1
A handoff request appears
When a visitor asks to speak to a person or the agent determines a human is needed, a handoff request appears in your queue in the portal.
2
You acknowledge it
Click to acknowledge the request. This reserves the handoff for you and removes it from the shared queue so another team member does not pick it up simultaneously.
3
You join the call as a human participant
Click to join. You enter the call as a human participant and can speak directly with the visitor.
4
You complete it when the conversation is done
When the conversation is finished, mark it complete. The call ends and the lead record is updated with the handoff outcome.
Potential-lead signals
High-intent conversations surface as signals in the live console before the visitor explicitly requests a human. You can join a signaled conversation to get ahead of the request, or dismiss the signal if you choose not to intervene.What the visitor experiences
The visitor experience during a handoff is designed to be smooth:- While the system is reaching a human, the agent continues helping the visitor and does not promise that a transfer is coming.
- If no team member is available to take the handoff, the agent continues the conversation on its own.
- When you join, the visitor is told they are now connected with the team.