# The Handoff Metric Section: Flows Description: Find out how often visitors leave your support flows by typing instead of clicking, where to see it (the Handoff tab and Analyze mode) and how to improve the flow. Verified against Tidio panel 12.304.0 Last updated: 2026-11-07 Source: https://help.tidio.com/articles/handoff-metric/ Have you ever wondered how often visitors terminate your flows by typing instead of using the provided buttons or quick replies? The actionable Handoff metric is here to help you understand and optimize your flow interactions. **In this article, you'll learn:** - [What Handoff is]() - [How to measure Handoff]() - [Where to find Handoff metric]() - [How to improve the flows based on the Handoff metric]() [Video]() Silent walkthrough. Open a support Flow's Handoff tab, click Improve this Flow, select the node with the most handoffs, and read the messages that aborted the Flow. ## What is Handoff? Handoff is the percentage of flow executions terminated (aborted) by the visitors in the selected dates - the last 30 days by default (e.g. the visitor sent a message instead of clicking on the flow's options). #### **Example** - The flow has been triggered and executed 100 times - **Executed: 100** - 20 visitors interacted with the flow - **Engagement: 20%** - 10 visitors sent a message instead of using the flow's buttons - **Handoff: 10%** ### How to measure Handoff? When you activate a new flow, the **Please name your Flow** window asks **What would you like to do with this Flow?**. Handoff analytics are available for flows saved with the **I want to solve problems** goal - your support flows (the other choices are **I want to increase sales**, **I want to generate leads** and **Other tasks**). ![The Please name your Flow window with the Name field filled in and the "What would you like to do with this Flow?" list open, showing I want to increase sales, I want to generate leads, I want to solve problems (highlighted) and Other tasks, and the Activate button]() ### Where to find the Handoff statistics? To see the handoff metric of a flow, head over to the [**Flows** section](), click on the flow's name in **My Flows**, and open the **Handoff** tab of its statistics window. Handoff isn't a column in the flows list anymore - the list shows **Executed** and **Engagement** only. ![The statistics window of a support flow on the Handoff tab: the handoff percentage with the number of times in brackets and "customers aborted the Flow", and on the right "This Flow could be performing better." with the Improve this Flow button]() The tab shows the handoff percentage and how many times visitors aborted the flow. If there's room for improvement, you'll see **This Flow could be performing better.** with the **Improve this Flow** button, which takes you straight to the flow's handoff analysis. If no one aborted the flow, you'll see **Your Flow rocks\!** instead, and while there isn't enough data yet - **We’re collecting data**. We know that flows are never fail-proof. That's why we introduced the actionable handoff metric to help you understand when the flow may need an update. ## How to improve flows? To fully automate your customer service, you may consider decreasing the flow's handoff metric. Decreasing the handoff metric may help your live chat agents get more free from answering the repetitive questions from your website visitors. Well-built flow can answer repeating queries for you, which can also help you reduce your first response and resolution time and increase your customers' satisfaction score. ![The "Handoff" tab reports that customers aborted the flow 43% of the time and offers an "Improve this flow" button.]() You can view the Handoff analytics from the flows' statistics in the **Flows** section or directly via the **Analyze** mode inside the flow editor: switch from **Edit** to **Analyze**, and choose **Handoff** (instead of **Flow**) in the list next to it. Just like in Flow analysis, you can pick the dates - the last 30 days by default, up to 90 days back. ![The editor is in "Analyze" mode, with the analysis dropdown open to the "Flow" and "Handoff" options.]() In **Handoff** mode, you can see the points in your flow where visitors abandoned the interaction (e.g. sent a chat message instead of using the flow further). This way you can identify moments that may need improvement. Similarly to Flow analysis, the numbers are shown in percentages: ![In "Handoff" analysis, two flow nodes have orange outlines and abandonment percentages of 71.43% and 28.57%.]() #### You can improve the flow by: - Adding new **Quick Replies / Buttons** to the analyzed flow that correspond to the mentioned phrases - Creating an **NLP Flow** (a flow with a [**Visitor Says** trigger]()) with the mentioned phrases When you click on a specific node where handoff took place, the **Handoff Details** panel opens with some more details, and even advice (**Consider improving this Flow by:**). What you may find useful are the actual chat messages that caused the flow to be abandoned, under **Messages that aborted the Flow**: ![The "Handoff Details" panel shows 28.57% abandonment, visitor messages "no thank you" and "i need help now please", and suggested improvements.]() 💡 Make sure to copy and save all the phrases/messages sent by the visitor before saving the flow. We clear Flow Analytics statistics after each update to better reflect the current state of the flow. After you change the flow, give it some time to collect new data, then check the **Handoff** tab again to see whether your changes helped. For **Engagement**, the flows list even shows the result before your change next to the current one (hover over the value and look for **vs before change**). ## Further reading - [Flow Metrics]() - [Flow Performance Analytics]() - [The Analytics section]()