# Resolve or escalate customer conversations > Verified against the product on 2026-10-06 ## Email recipients Every handoff goes to your team by email. Add addresses in **Handoff address** to include anyone else who should hear about it. ### Add an address 1. In **Connect › Email**, enter an address in **Handoff address**. 2. In **Connect › Email**, select **Add**. ### Remove an address In **Connect › Email**, select the added address to remove it. ## Choose a handoff channel Every handoff goes to your team by email, plus any extra addresses you've added in **Connect › Email**. A configured Slack handoff channel also gets the handoff card. If both Slack and Discord channels are configured, Slack gets the card; Discord gets it only when no Slack channel is set. If Slack or Discord isn't connected yet, connect it first: [Connect Slack](https://cactus.heycactus.ai/connect-slack) or [Connect Discord](https://cactus.heycactus.ai/connect-discord). 1. In **Connect › Email**, select **Pick a channel** for Slack or Discord. 2. In the channel menu, select **Use this channel** for the channel you want. - detail: Use this channel, **Pick a channel** (1) *In Connect › Email, select Pick a channel for Slack or Discord.* ## Resolve a conversation In the conversation thread, select **Mark resolved** to resolve it. ## Escalate a conversation In the conversation thread, select **Escalate**. The thread is handed to your team and reads **Waiting on you**. - form: Restore what I typed, Internal note, Draft a reply, Ask Cactus, **Escalate** (1), Reply - detail: Hide what they read, Show what they read, Public answer, Hide original, Show original, Mark resolved, Reopen *In the conversation thread, select Escalate.* ## Reopen a conversation In a resolved conversation thread, select **Reopen** to reopen it.