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Not every conversation can be handled by AI. Human Handoff ensures that your customers always have access to a real person when needed.

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Triggering a Handoff

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User Request

Users can trigger a handoff by asking for a “human”, “real person”, or “agent”.

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AI Trigger

The AI can be instructed to trigger a handoff if it detects:
  • High user frustration.
  • Complex technical issues.
  • High-value sales opportunities.

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How it Works

  1. Request: The handoff is triggered (either by the user or the AI).
  2. Availability Check: The system checks if any human agents are currently online.
  3. Notification: Online agents receive a notification in the Live Chat panel.
  4. Acceptance: An agent accepts the chat, and the AI is paused for that conversation.
  5. Direct Chat: The human agent chats directly with the user through the widget.

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Configuration

Open the Agent Editor for your chatbot and click on the Handoff tool to configure it.

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Enable/Disable

Turn handoff on or off for each agent individually.

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Instruction

Customize the instruction that tells the AI when to trigger a handoff (e.g., “Offer a handoff if the user asks for a human or if the issue is too complex to resolve”).

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Offline Message

Set a message to show when no human agents are available:
“All our agents are currently offline. Would you like to open a ticket instead?”

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Lead Capture

When no agents are online, the handoff tool can capture the user’s contact information:
  • Lead Capture Prompt: The message asking for their info (e.g., “I’d love to have someone follow up with you. Could you share your email?”).
  • Success Message: Confirmation after they provide details (e.g., “Thanks! A team member will reach out shortly.”).

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Availability Schedule

Configure when your team is available for live chat. The system uses this schedule to determine whether to show agents as “available” or use the offline message.
1

Open Handoff Settings

In the Agent Editor, click the Handoff tool.
2

Set Timezone

Enter your team’s timezone.
3

Configure Weekly Schedule

For each day of the week:
  • Enable/Disable the day.
  • Set start and end times.
  • Add multiple time slots for split shifts (e.g., 9 AM–12 PM and 2 PM–6 PM).
Use the Copy to other days feature to quickly apply the same schedule across multiple days.

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Never Available Mode

If you want to completely disable live availability (but still allow ticket-based handoff), enable the Never Available toggle. The offline message and lead capture will always be shown.

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FreshChat Integration

If you use FreshChat, handoff conversations can be routed there instead of the built-in live chat:
  1. Configure your FreshChat credentials in Settings → Integrations (see Integrations).
  2. In the Handoff tool settings, enable the FreshChat toggle.
  3. Handoff conversations will be created in your FreshChat workspace.