Human handoff (human-in-the-loop)
The AI does the heavy lifting, but a person is always one step away. When a chat needs a human, it moves across with the full history so your agent picks up fully prepared.
How human handoff works
Any conversation can be handed to a human, this is called human-in-the-loop, available on every plan. When the AI detects a complex issue, or the customer asks to speak to a person, the chat is routed to your team with the full conversation history visible, so the agent has all the context. Your team can also step in manually at any time.
Common questions
Human-in-the-loop means any conversation can be handed from the AI to a human on your team. The chat is routed with the full conversation history visible, so the agent has all the context, and your team can also step in manually at any time.
The AI hands off when it detects a complex issue, or when the customer asks to speak to a person. The conversation is then routed to your team with the full history attached. Agents can also take over manually whenever they want.
Yes. Human-in-the-loop handoff is available on every plan, from Starter through Enterprise.