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Open Chatbot → Conversations → Requests to work handoff submissions that customers asked your team to handle outside the automated chat. Requests are created by Forms & Handoffs flows whose destination is the RAUM request inbox.

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Request statuses

Current statuses are:
  • New
  • In progress
  • Waiting
  • Resolved
  • Closed
Filter the queue by status to separate new work from cases already being handled.

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Priority

A Request can have:
  • Low
  • Normal
  • High
  • Urgent
Priority is operational triage metadata for your team. It does not change the historical Chatbot answer that led to the request.

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Assignment

Assign Requests to active eligible RAUM users in the organization. The current queue allows assignment to active organization Admin/Creator users exposed by the request-management UI.

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Form answers

The Request preserves the submitted form answers associated with the handoff flow. Use these values as customer-provided context. Identity-sensitive operations should still respect the visitor identity tier and source-of-truth rules behind the original conversation.

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Attachments

Request attachments can be downloaded while the underlying file remains available. When attachment content has expired under retention, the Request can show the attachment metadata as expired rather than manufacturing a download URL.

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Originating transcript

The Request includes the retained originating conversation transcript where available. This lets the human handler see what the visitor and Chatbot already discussed rather than asking the customer to begin civilization again from message one. If the underlying transcript has aged out under retention, fewer or no transcript messages may remain.

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Internal notes

Add private notes to the Request for your team. Notes are not sent into the customer chat as replies.

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Typical workflow

  1. Open a New Request.
  2. Review form answers and originating transcript.
  3. Check attachments.
  4. Set priority.
  5. Assign the Request if needed.
  6. Add internal notes while investigating.
  7. Move through In progress / Waiting.
  8. Resolve or close when the human-support work is complete.

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Requests and retention

Request records use a separate organization retention setting from ordinary conversation transcripts. That allows your human-support queue to remain available longer than the public chat content when your policy requires it. Retention & deletion →

Forms & Handoffs

Configure which submissions become RAUM Requests.

Conversations

Review the original Chatbot conversation and escalation state.