Hand off to a person, without the dead end
When the agent genuinely cannot resolve something, it escalates to your team and relays their reply back into the same chat, so the visitor is never stranded.
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Human handoff is the automation that keeps the agent honest: rather than guess when it is out of its depth, it collects the visitor's details, notifies your team, and carries their answer back to the conversation, so automation and people work in one thread instead of two.
How a handoff is triggered
A visitor can ask for a person in plain language, and the agent also escalates on its own when it hits a complaint or a question your content does not cover. There is no separate button to hunt for, and the visitor does not have to know the magic words.
It escalates instead of guessing
When it is out of its depth the agent does not invent an answer to fill the silence. It says a person will take over, and it never claims a ticket was raised or an action was taken when it was not, so a handoff is a genuine one.
Your team gets notified
On escalation the agent captures the visitor's details and notifies the workspace owner by email, so a real person can pick the conversation up from the Inbox or Chat History with the full transcript already in front of them.
The reply comes back in the same chat
When your team replies, the answer is relayed into the visitor's chat within seconds. The visitor never refreshes, never waits on a ticket email, and never repeats themselves, because it is one continuous thread.
One thread across every channel
If the conversation came in through a connected channel, your team's reply is mirrored back to that channel too, so a handoff works the same whether the visitor is on your website or messaging you elsewhere.
How this agent produces an answer
Frequently asked questions
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