What the documents look like
In livestream after-sales processing, refund requests and reshipment orders arrive in dense bursts after a single broadcast session, and the volume of customer-service IM conversations rises at the same time. Four document types carry the daily handover load: livestream order lists, refund applications, reshipment orders, and script templates. Updates arrive after each session and daily, which means a single conversation can be touched by two agents across shift changes. Conversation logs become the main basis for checking what a handover actually contained. A log records what was called and returned; it does not show that a refund, reshipment, or external synchronization has been authorized or executed.
Session identity matters here. A chatId locates one target conversation, and conversations created through different entry points cannot be pooled into one count. When run details are needed, detail is set according to the official contract and the returned responseData is inspected. The fields the log and the interface actually return define what can be checked; business data that was not returned cannot be assumed to have been retained completely. Identity fields in test mode and in production calls may differ, so input, history, and returned content are checked separately. Reconciliation, retention, and compliance requirements belong to a complete business plan; the presence of a log does not mean a compliance audit is finished.
Constraints at the conversation logs step
The handover task turns on who held which material and in what authorization state at a given moment. A pending request is not an approval, an offered option is not an execution, and an unsigned termination is not a completed termination. Retrieval and form collection are not authorization. A relevance score is not a category, entity, or permission filter, and similarity settings do not exclude unrelated businesses or unauthorized records. Forms collect values; business verification, approval, database writes, and external synchronization each need their stated downstream implementation.
Hypothetical paper exercise. On a hypothetical date, 8 March 2025, between 22:10 and 22:40, a livestream room saw a cluster of refund inquiries. Agent A handled them in the session with chatId "live-aftersale-0308-a"; Agent B used "live-aftersale-0308-b". The handover material reads: "Agent A submitted a handover request at 22:35, asking that reshipment order B-0308-07 be transferred to Agent B for follow-up; the status is pending acceptance; Agent B has not yet confirmed acceptance." The draft sentence to be judged is: "Agent B has taken over reshipment order B-0308-07 and completed the reshipment arrangement." Comparing the draft with the source, the acceptance status remains pending, no confirmation record from Agent B appears, and no material supports a completed reshipment arrangement.
Configuration and implementation checks
The settings below concern the exercise sample. They are documented interface fields or implementation checks for this page. Numeric values are starting points for this hypothetical trial, compared with the control value inside the same sample, and are not official defaults.
| Configuration item | Setting or check | Relation to the sample |
|---|---|---|
| appId and chatId | Pass appId in the request and use chatId to locate the target session | Separates Agent A and Agent B sessions so they are not pooled |
| detail | Set to true when run details are needed; inspect responseData | Checks the run record containing the handover request |
| source | Specify source=api when listing sessions | Limits the check scope; page sessions are handled separately |
| responseChatItemId | When passed, keep it unique under the current chatId | Keeps a checkable identifier for the response message tied to the handover request |
| variables | Pass as an object; replaces [key] in module input fields | Hypothetical start: pass the handover order number as the variable value and compare with B-0308-07 |
| loadCustomFeedbacks | Set to true as needed when reading the conversation list | Checks whether a feedback record exists in the handover window |
Three common errors
- Treating pending acceptance as accepted. In the sample, Agent A's handover request is pending acceptance and Agent B has no confirmation record, yet the draft sentence says Agent B took over and completed the reshipment arrangement. The draft contradicts the material.
- Merging conversations with different chatIds. Agent A and Agent B sit under two different chatIds. Merging them attributes Agent A's submission to Agent B and shifts the scope of handover responsibility.
- Treating the existence of a log as completed authorization. A log reflects interface calls and returned content. Refund approval, reshipment execution, and external synchronization each require their own downstream implementation; the log alone is not an authorization credential.
How to verify the setup
- Input the handover material text and the draft sentence from the sample. Compare "took over and completed the reshipment arrangement" in the draft with "pending acceptance, not yet confirmed" in the source. The check is satisfied only when the draft is changed to a status description consistent with the source.
- Input chatId "live-aftersale-0308-a" and "live-aftersale-0308-b". Compare whether the returned records for the two sessions map to Agent A and Agent B respectively. The session-identity check is satisfied only when the records do not cross. If the returned records do cross, record the observation and do not conclude that handover responsibility was transferred.
- Input the handover request record from the sample. Compare the request status field with whether a confirmation record from Agent B exists. The acceptance fact holds only when the confirmation record appears and the status is updated. When the confirmation record is absent, record it as an evidence gap and do not judge acceptance as established.
Across all three checks, a missing field stays missing. A pending request is not approval, an offered option is not execution, and an unsigned termination is not a completed termination.