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When the assistant can’t finish, a person picks up.

Handover connects Oracle Digital Assistant to your support team in Microsoft Teams, so a colleague can take over the conversation with everything said so far.

Book a 30-minute demoFollow one handover
Microsoft TeamsHR support desk
HR assistant10:42
Live chat request10:42
Name
Alex Morgan
Role
Warehouse supervisor
ID
20417
Request
SR0049102NEW SR
Category
Payroll › Overtime
AcceptConversation history
Alex, in the HR assistantCan I talk to someone about my overtime?

The employee stays in their chat. Your colleague stays in Teams.

Follow one payroll question across the seam between them, from the moment Alex asks for a person to the moment the session ends.

HR assistantAlex’s chat
  1. Why is Saturday’s overtime missing from my pay?
  2. Your timecard shows four hours on Saturday. This payslip doesn’t include them.
  3. Can I talk to someone about it?
  4. HR support is available. Is this about a request you already have open?SR0047960 · Timecard correctionCreate new requestCancel
  5. Create new request
  6. I’ve opened SR0049102. Connecting you to HR support now.
  7. Sam from HR support joined the chat
  8. Sam · HR supportHi Alex, I can see Saturday’s four hours. Let me check the approval.
  9. Thanks. It was a covered shift.
  10. Sam · HR supportPlease hold for a few moments while I review your information.
  11. Sam · HR supportFound it. The hours are approved and will be paid in the next pay run.
  12. Your chat with HR support has ended
Microsoft TeamsHR support deskAlex MorganSam Lindgren
  1. Yesterday · Priya Natarajan accepted a request
  2. HR assistant · 10:42
    Live chat request10:42
    Name
    Alex Morgan
    Role
    Warehouse supervisor
    ID
    20417
    Request
    SR0049102NEW SR
    Category
    Payroll › Overtime
    AcceptConversation history
  3. Earlier, summarisedAlex asked why Saturday’s overtime is missing from this week’s pay. The assistant found four hours on the timecard that the payslip doesn’t include.LatestAlex: Can I talk to someone about it?
  4. You accepted · chat with Alex Morgan
  5. Hi Alex, I can see Saturday’s four hours. Let me check the approval.
  6. Alex MorganThanks. It was a covered shift.
  7. hold
  8. Found it. The hours are approved and will be paid in the next pay run.
  9. end
  10. Session ended · you’re free for the next request
  1. 01The employee asks for a personThe assistant checks that support is available and asks whether this is about a request already open.
  2. 02Every chat carries a requestAlex opens a new service request on the spot. Choosing an open one works the same way.
  3. 03The request crosses into TeamsA card lands in your team’s shared support chat: name, role, ID, the request and its category.
  4. 04Context before the first wordConversation history opens under the card. Long histories arrive with older turns summarised.
  5. 05One colleague acceptsThe first colleague free accepts. The card leaves the shared chat, so nobody picks it up twice.
  6. 06Messages travel both waysAlex never leaves the assistant. Sam never leaves Teams. Every message crosses between them.
  7. 07One word, your standard messageSam types hold. Alex reads your team’s full holding message.
  8. 08A clean end on both sidesSam types end. Alex sees the chat close, and Sam’s place is free for the next request.

  1. The employee asks for a person

    The assistant checks that support is available. Alex opens a new service request on the spot; choosing an open one works the same way.

  2. The request crosses into Teams

    A card lands in your team’s shared support chat: name, role, ID, the request and its category.

  3. Context before the first word

    Conversation history opens under the card. Long histories arrive with older turns summarised.

  4. One colleague accepts

    The first colleague free accepts. The card leaves the shared chat, so nobody picks it up twice.

  5. One word, your standard message

    Every message crosses between them. Sam types hold; Alex reads your team’s full holding message.

  6. A clean end on both sides

    Sam types end. Alex sees the chat close, and Sam’s place is free for the next request.

Step 1 of 6

Out of hours, a request instead of an empty queue.

Before any handover, the assistant checks whether support is available. If it isn’t, nobody is left waiting for a colleague who isn’t there: the assistant offers to create a service request for the team to pick up.

Someone already in a live chat keeps it. Move the time to see both replies.

Support is available
HR assistant

Can someone check my leave balance?

HR support is available. Is this about a request you already have open?

The handover goes ahead.

Built for any team behind an assistant.

Each colleague can hold up to eight live chats at once. If your assistant runs on Oracle Digital Assistant and your team works in Teams, the route fits.

  • Sam Lindgren3 of 8
  • Priya Natarajan6 of 8
  • Tom Reid1 of 8
Three colleagues in one support team, eight places each.

  • HR service

    Pay, leave and benefits questions that need a person with access to the record.

  • IT service desk

    Accounts, access and devices, when the fix needs someone on the system.

  • Finance operations

    Expenses, invoices and supplier queries that need a judgement call.

Plan the human route your assistant needs.

Bring these four answers to a 30-minute demo. We’ll show a handover running end to end and tell you what fitting it to your service involves.

Handover requestto Occamonics
Assistant
Your Oracle Digital Assistant and the moments it should hand over
Support team
Who answers, and the shared chat they work from in Teams
Requests
How a chat should carry its service request
Replies
Your team’s standard messages for the employee
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