Widget Handoff Settings
Handoff is when the assistant transfers a conversation to a real agent. By configuring this behavior in the web widget, you ensure customers can reach your team when the AI isn't enough.
When Is Handoff Triggered?
- When the customer requests it: Phrases like "I want to talk to a representative."
- When the assistant is unsure: When no sufficient answer is found in the knowledge base.
- On specific topics: You may want to route sensitive or complex topics directly to your team.
Experience after handoff
When a conversation is handed off, the customer sees it in the chat, and your team member can take over and respond from the Messages screen. It continues seamlessly without the customer closing the window.
What Happens on the Team Side?
When a handoff request occurs, your team is notified and the conversation moves to a "waiting for handoff" state. An available team member takes the conversation; from that point, messages are answered by an agent instead of the AI. For the detailed flow, see Handoff (Dashboard).
Consider working hours
Plan what happens when a handoff request arrives outside your team's hours. For example, you can set up your knowledge base so the assistant says "we're outside business hours, we'll get back to you soon" and collects contact info.
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