Human handoffs

When the bot can't help or a customer asks for a human, the chat is queued as a handoff and the bot pauses for that conversation.

The queue

• Each card shows the customer, the reason, and how long they've been waiting.
• Open chat jumps to that conversation in the inbox.
• Resolve removes it from the queue once you've handled it.

The header shows a live pending count. An empty queue means everyone's been helped.