A teammate picking up a conversation receives a handover summary covering what the customer asked, what the Digital Assistant provided, and where the conversation reached. The full history stays visible, so the customer does not need to explain the problem twice.
From there, one of two things happens:
The query is resolved live: the conversation continues in the same thread and closes when the customer is satisfied.
The query needs investigation: the teammate converts the conversation into a ticket. The conversation stays open as the place they talk to the customer, and the ticket tracks the work.
Each issue is handled in its own conversation. A customer with a second, unrelated question starts a second conversation rather than adding it to the first, which keeps both threads readable and correctly tracked.