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Live Chat & Human Handoff allows you to seamlessly transition conversations from your AI agent or chatbot to a human team member when needed. Instead of your AI trying to handle every situation, you can define exactly when and how a conversation should be handed off, ensuring your users always get the right level of support. Your team can also jump in and take over any conversation at any time directly from the Conversations page.

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How it works

  1. A user starts a conversation with your AI agent or chatbot.
  2. Based on your configuration, the AI determines when to hand off the conversation to a human agent, either automatically or through a specific flow you’ve defined.
  3. The conversation is flagged as Needs agent intervention in the Conversations page.
  4. An AI-generated summary of the conversation is displayed so the agent has full context before responding.
  5. A team member picks up the conversation and replies directly from the Conversations page.

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Key features

  • Automatic handoff: Configure when the AI should hand off to a human.
  • Office hours & reply time: Define when your team is available and set response time expectations for your users.
  • AI summary: When a conversation is handed off, the AI generates a summary so agents can quickly get up to speed.
  • Auto-assign priority: The AI can automatically assign a priority level to handed-off conversations.
  • Internal notes: Team members can leave notes within a conversation for other agents to see.
  • Email notifications: Get notified when conversations need attention.

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Setup

The setup process differs depending on whether you’re using an AI Agent or an AI Chatbot.

Set up for AI Agent

Configure human handoff through the AI Agent’s Actions.

Set up for Chatbot

Configure human handoff using the Builder’s Human Handoff block and Intents.

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Learn more

Availability

Set office hours and reply time expectations.

Managing Conversations

Take over chats, view AI summaries, add notes, and manage priority.

Notifications

Configure email notifications for handoff events.