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Human Handoff

Your AI assistant knows when to step aside and connect customers with a real person.

When the AI Hands Off​

The AI automatically connects customers to your team when:

  • It can't answer confidently — the question doesn't match your knowledge base or product catalog
  • The customer asks for a person — "Can I talk to someone?", "I want to speak to an agent", etc.
  • The customer seems frustrated — repeated questions, complaints, or negative tone

What the Customer Experiences​

  1. The AI lets the customer know a team member is being connected
  2. Your team gets notified about the conversation
  3. A team member picks up the conversation and responds directly
  4. The customer gets seamless help without having to repeat themselves — your team sees the full chat history

Taking Over Manually​

Your team can also jump into any AI conversation at any time:

  1. Open the conversation in the dashboard
  2. Click Take Over
  3. The AI steps aside and you respond directly

Turning AI Back On​

Once you've resolved the issue, you can turn the AI back on:

  1. Click the AI toggle in the conversation
  2. The AI picks up where it left off

This is great for situations where a customer needed human help for one specific issue but can be handled by the AI for everything else.