Live chat & human handoff
How conversations reach your team, how to reply from the inbox, and what visitors see.
Human handoff is part of the Growth plan and above.
How a handoff starts
Three ways: the visitor asks for a human (the widget's "Talk to human" option), or a conversation flow routes them there. The conversation lands in Live Chat — your team's shared inbox — with the full transcript attached, so agents never ask "how can I help you?" to someone who already explained.
Or you join proactively: the Bot Chat page (sidebar) shows every conversation your bots are having — watch any transcript live, and click Join conversation to take over. The bot goes silent, the conversation moves to your Live Chat inbox, and the visitor sees your replies in the widget (no action needed on their side).
Answering from the inbox
Open Dashboard → Live Chat, accept the conversation and reply — your messages flow back to wherever the visitor is: the web widget or WhatsApp. The inbox aggregates all your bots in one place. Tools built in:
- Canned replies — save your common answers, insert them in one click.
- Internal notes — visible to your team only, never to the visitor.
- Reassign — hand the conversation to a teammate.
- Reopen — resolved conversations can be reopened if the visitor returns.
How you find out
A waiting visitor triggers every notification channel you've enabled: in-app bell, email, browser/mobile push and Telegram. If a handoff sits unanswered for 5 minutes, an escalation email goes out as a safety net.
Business hours
Outside the hours set in your bot's Settings, the visitor is told your team is currently offline — the request still lands in the inbox for the morning, and the bot keeps answering what it can from the knowledge base.