[OXVO AI] Handoff summaries include session context
AI, Support, Sessions
OXVO AI handoff summaries now include session context
New
When OXVO AI escalates a conversation, it now creates a handoff note that combines the full chat history with the customer's recent OXVO Sessions context. Agents get a cleaner starting point and fewer repeat questions.
What's included
Customer intent and a short recap of what happened so far.
What OXVO AI already tried, including key answers and actions taken.
Relevant session context like last pages visited and the moment that triggered the issue.
Suggested next steps in a consistent format (Summary, Root Cause, Next Owner, Deadline).
How it works
The handoff is added as a private note in the conversation so your team can review before replying.
Session references are permission-scoped. Users without Sessions access will not see replay details.
Summaries prioritize verified workspace content (help center articles, policies, and saved replies) when available.
How to enable
Go to Settings and open Captain.
Under Features, enable AI handoff summaries.
Optionally choose the model used for summaries in Model Configuration.
Notes
If your deployment gates AI features, you may need the relevant plan and permissions for Captain settings.