Live Handoff
When the AI assistant can't fully help a visitor, it hands the conversation off to a human agent. The visitor stays in the same chat widget — no page reloads, no lost context. Your team picks up the conversation from the inbox and the visitor sees replies in real time.
How Live Handoff Works
The visitor types something like "talk to a human," "speak to someone," or "I need help from a real person" in the chat widget.
The AI recognizes the intent and responds with a message like "Connecting you with a team member — one moment please." The conversation is flagged for human attention.
The conversation immediately appears in your dashboard inbox with the full chat history. You receive an email and/or SMS notification so you never miss a handoff.
Open the conversation in your inbox and type a reply. Your message appears in the visitor's chat widget in real time — they stay in the same chat the entire time.
Setting Up Live Handoff
Navigate to Settings in your dashboard.
Toggle "Live Handoff" to on. This allows the AI to transfer conversations to your inbox when a visitor requests a human.
Choose how you want to be notified when a handoff occurs. You can enable email notifications, SMS notifications, or both so your team is alerted immediately.
Handoff Triggers
The AI recognizes common handoff request phrases automatically:
"Talk to a human"
"Speak to someone"
"I need help from a real person"
"Can I chat with a human?"
"Connect me with support"
"I want to talk to a real agent"What Happens During Handoff
- •The conversation stays open — the visitor remains in the same chat widget with no interruption.
- •The visitor sees a message like "Connecting you with a team member" so they know a human is joining.
- •The human agent sees the full conversation history in the inbox — no need to ask the visitor to repeat themselves.
- •Replies from the human agent appear in the visitor's chat widget in real time.
- •The full conversation transcript (AI + human) is saved and available in your analytics.