Handoff
Handoff is the transfer of a conversation from the AI to a real team member. The AI can't solve everything; human intervention at critical moments is decisive for customer satisfaction.
When Does Handoff Happen?
- By customer request: When someone wants to talk to a representative.
- On low confidence: When the assistant isn't confident enough.
- By automation rule: You can define automatic handoff under certain conditions (see Automation).
Handoff Settings
You can configure handoff behavior to your needs: which situations trigger a handoff, what message the customer sees during it, and how the team is notified.
Pending Requests and Assignment
1
A request is created
When handoff is triggered, the conversation moves to a "waiting for handoff" state and appears in the pending requests list.
2
A team member takes over
An available team member takes the conversation. You can also assign it to a specific member.
3
It's resolved
When the conversation is complete, the handoff is marked resolved and control can return to the assistant.
Stay informed via Slack
To avoid missing handoff requests, you can notify your team instantly with the Slack integration.
Widget side
To configure the handoff experience in the web widget, see Widget Handoff Settings.
Related Topics
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