Human handover
Hand off to your team without losing the thread
Some asks need a human. AI can escalate, or new website chats can go straight to your team. You choose what to ask before a teammate replies, and a short summary goes with the handoff so they start informed.
How it works
- 1
The chat needs a person
AI hands off when it should, a customer asks for someone, or—on your website—new chats go to the team when AI is off or outside your AI hours.
- 2
Details and a confirmation, your way
Set instructions for what to ask and what customers see once the chat is with your team. On website chat, optional intake can collect email or phone—plus anything else you want—before a teammate replies. Visitors can skip.
- 3
Your team picks up with context
AI steps back. The handoff notification includes a short summary, and the customer stays in the same conversation.
What you get
- Escalation to a person without starting a new chat
- Handoff questions and confirmation you control
- Optional website intake when chats go straight to the team
Human handover is available on Starter plans and above. Website intake is set on the website channel and needs Human Handover on the assigned assistant.