Human handoff: how visitors reach your team

How a handoff starts

There is no "talk to an agent" button in the widget. That is by design: the visitor simply asks for a human in the chat, in their own words. Messages like "talk to a person" or "can I speak to someone" trigger the escalation.

Complaints escalate automatically as well. If a visitor is clearly unhappy, the bot hands the conversation to your team without being asked.

What your team sees

When a conversation escalates, two things happen:

• Your team receives an email about the escalated conversation.
• The visitor can be shown the lead form, so you have a name and email to follow up with if they leave before you reply.

If you have connectors configured, escalations can also fire them. Zendesk can open a ticket with the transcript, and a webhook can post the escalation payload to your own systems.

Replying to the visitor

Open the Inbox, or open the chatbot and go to its Chat History tab, then type your reply in the escalated conversation. The widget checks for agent replies every few seconds, so your message appears in the visitor's chat within seconds of you sending it. If the conversation came through a connected channel, your reply is mirrored there as well.

The bot stays paused

Once you reply to an escalated conversation, the bot is muted on that thread. It does not jump back in between your replies, and the Inbox shows the conversation as "You're handling". Other conversations are unaffected: the bot keeps answering every thread your team has not taken over.