Live chat & human handoff

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.

Live visitors & saying hi first

The Visitors page (in the sidebar) shows who is on your site right now — the pages they've read this visit, how long they've been there, where they came from (source/UTM), whether they're a returning visitor or a known lead, all scored by buying intent so the hottest visitor sits on top. Pick one and say hi: write your own opener, insert a saved reply, or let AI suggest openers drawn from the very page they're reading. Your message pops the chat open on the visitor's screen, the AI steps aside, and the thread lands in the Live Chat inbox under Mine.

When a visitor crosses the hot intent tier and nobody is talking to them yet, Zedinga sends your team one hot-visitor alert (bell, push, mobile push and Telegram) — at most one per bot every 10 minutes, so it stays a signal rather than noise. On Shopify storefronts the roster also shows the visitor's own reported cart ("cart 2 · €245 (reported)") straight from the shop's cart, with no extra permissions. The same roster and one-tap greeting live in the Zedinga AI Agent mobile app under the Visitors tab.

Auto-greet (Growth and up)

Nobody can watch the Visitors page all day, so you can let the assistant say hi for you. The Auto-greet card at the top of the Visitors page sets one rule per bot: who gets greeted (hot visitors only, or warm and hot) and what they hear — either a fixed message you write, or an AI-drafted opener based on the exact page the visitor is reading, with your fixed message as the fallback.

Auto-greet is honest by design:

• The greeting always comes from the assistant, never pretending to be a human. If the visitor replies, the conversation continues with the AI as usual — and your team can join from Live Chat at any time.
• The greeting is written into the transcript when the visitor replies, so the assistant knows it already said hello.
• It is deliberately restrained: one greet per visitor session, at most one every 10 minutes per bot, and a daily cap.
• The card shows the real funnel — greeted, replied, reply rate over the last 14 days. If visitors largely ignore the greeting (under a 5% reply rate across 20+ greets), the rule pauses itself and tells you, instead of annoying your traffic. You can resume it with one click; from then on it is judged only on its new results.

Visitors who are already chatting — or whom a teammate has greeted — are never auto-greeted.

Privacy, by design: sessions are anonymous (no IP shown), the roster covers only the last 90 seconds, raw presence data is deleted within 24 hours, and you can switch presence off per bot in its Appearance settings.

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.