Hand a chat over to your team

The assistant hands a chat to your team when a person is needed. You decide what happens at that moment under Handing over to a person, at the bottom of the Behaviour tab.

When it hands over

The assistant hands over when:

• the customer asks for a person, is upset, or wants to cancel or complain;
• it can't answer from your instructions and knowledge;
• the customer wants something done, such as a booking, and no tool can do it. It says a colleague will arrange it instead of pretending it did.

You can add your own reasons in the instructions, for example "Hand over when the customer wants a quote for more than 50 units".

Choose what happens

1. Message to the customer: optional. Sent when it hands over, for example "A colleague will reply to you shortly."
2. Assign the chat to: Whoever has the fewest open chats, A specific person (then choose the Person), or Nobody — leave it unassigned.
3. Tag the contact: optional. A tag such as "Needs a person" lets your team filter for these chats.
4. Stop the assistant in that chat: on, it stays quiet there until someone switches it back on from the inbox. Off, it keeps answering.
5. Click Save changes.

The assigned person sees the chat in their inbox as usual. When they reply, the settings for a person stepping in apply.

Hand over to the right team

To let the assistant choose between teams, such as Sales for buyers and Support for complaints, give it a Human handover tool. You list the teams, their members and when each should get the chat, and the tool assigns a member by turns or to the least busy. When the assistant has such a tool, the tool decides the hand-over instead of the settings above. See Tools that act for the customer.

See every hand-over

In the assistant's logs, filter by Handed over to see each chat it passed to your team. In the test chat, a hand-over shows as Hands the chat to a person.