Overview

The Live Chat & Human Handoff feature allows you to seamlessly transition conversations from your AI Agent to a human team member when needed.

Instead of your AI trying to handle every situation, you can define exactly when and how a conversation should be handed off, ensuring your users always get the right level of support for complex or sensitive issues. Your team can then jump in and take over any conversation at any time directly from the Conversations page in your dashboard.

How it works

1. A user starts a conversation with your AI agent on your website.
2. Based on your specific Human Handoff action configuration, the AI determines when it is necessary to hand off the conversation to a human agent.
3. The AI autonomously collects the required parameters from the user (e.g., email, issue description).
4. The conversation is instantly flagged as requiring agent intervention in your Conversations page.
5. A human team member picks up the conversation and replies directly from the dashboard, taking over from the AI.

Key features

• Automatic handoff: Fully autonomous AI decision making on when to hand off a chat, based on your custom prompt instructions.
• Auto-assign priority: The AI dynamically analyzes the user’s issue and automatically assigns a priority level (Low, Medium, High, Urgent) to the handed-off conversation.
• Office hours & reply time: Define exactly when your human team is available to chat and set response time expectations for your users.
• AI summary: Get up to speed instantly with AI-generated conversation summaries before taking over a chat.
• Internal notes: Team members can leave private notes within a conversation for other agents to see.
• Email notifications: Get instantly notified when conversations are escalated and need your attention.

Setup

To start using this feature, you must first configure the handoff trigger within your AI Agent’s builder.

Navigate to your Agent’s Actions tab and create a Human Handoff action to define the rules, priority, and required parameters for escalation.

Learn more

• Set up handoff for AI Agent: Detailed guide on configuring the handoff action.
• Availability: Set your team’s office hours and reply time expectations.
• Managing Conversations: Learn how to take over chats, view AI summaries, add notes, and manage priority.
• Notifications: Configure email notifications for handoff events.
• Teams: Manage your team members, permissions, and their availability.
• Copilot: Use the AI Copilot to help you draft human replies faster.
• Canned Responses: Save and reuse common replies to speed up your support.