Your team and human handover

When the AI hands over

A conversation goes to a person when:

• the customer asks for one ("I want to talk to an agent");
• the AI has no grounded answer and offers a human;
• today's AI allowance has run out — the chat does not go dark, it goes to you, and the allowance starts again the next day.

The waiting customer is told an agent has been called, so nobody sits in silence wondering.

If nobody joins within a few minutes, we email the shop owner. One message names your business, how long the oldest person has waited and how many others are waiting, and it is sent at most once every fifteen minutes however busy you are. It never contains your customer's name or what they wrote.

One honest limit: that email is sent while your chat is being used. If the customer closes their tab and nobody else visits your website, there is nothing for us to notice it on until somebody does — so open your panel during the hours you expect customers.

Picking one up

A waiting conversation shows a Waiting tag and rings in the panel. Press Join / take over and you are in — with the whole conversation already in front of you, including everything the AI said.

While you are in it, the AI steps aside completely. Two voices answering one customer would be worse than either alone.

Handing back

Hand back to AI returns the conversation. Use it once the matter is settled and the customer might ask something routine next.

Notes only your team sees

The note button writes into the conversation for your own staff. The customer never sees it. Use it for "already refunded this one" or "regular customer, be generous".

Finishing a conversation

Mark finished takes it out of the working inbox. Nothing is lost — it moves to the Finished tab, and if the customer writes again it comes straight back on its own.

That is the difference between finishing and deleting: finishing is tidying, deleting is permanent.

Adding your team

Team → Add a new agent. Three roles:

Give people the smallest role that lets them do their job, and switch off accounts of people who leave — a switched-off account stops working on the very next request, not whenever their session happens to expire.