Human handoff — when the AI brings in your team
Visitors can always ask for a person. You can also turn handoff off entirely.
The AI answers first, but a real person is never more than one tap away.
How it works
A visitor can tap "Talk to a human" at any point, and the AI will also offer it by itself when a question is sensitive, when someone is frustrated, or when the answer genuinely isn't in your knowledge base.
When that happens:
- The conversation flips to your team and the AI goes quiet on that thread
- Your console makes a sound and your phone gets a push notification
- Your workspace owner gets an email
- A person replies in the same chat window, in real time
If the visitor leaves an email, your reply can reach them even after they close the tab — the conversation continues over email and still threads back into your inbox.
Handing back
When you're done, hand the thread back to the AI with one click and it picks up again.
Turning handoff off
Not every business has someone watching the inbox. If nobody is there to answer, promising a human is worse than not offering one.
In your widget settings you can switch "Let visitors ask for a person" off. When you do:
- Both "Talk to a human" buttons disappear
- The AI is instructed never to promise a person, follow-up, or callback
- It helps as far as your knowledge allows, then says so honestly and points to whatever contact details you've published
It's a genuine off switch, not just a hidden button.
Office hours
You can also set office hours, so out-of-hours visitors are told when your team is next around instead of waiting on a reply that won't come until morning.
Questions about setting this up for your team? Get in touch.