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Live Chat (Handoff)

Path: /dashboard/handoff · Permission: Handoff module

Live Chat Handoff Live Chat Handoff

Live Chat lets a human agent take over a conversation when the AI isn't enough. This is essential for high-value leads, complex support requests, or sensitive conversations that require a personal touch.

When to use handoff

  • The user explicitly requests a human — "I want to talk to a person."
  • The AI can't confidently answer — Complex or ambiguous questions outside the knowledge base.
  • High-value lead — You want to close a deal personally.
  • Sensitive topic — Legal, medical, or financial questions that need human judgment.

How handoff works

Trigger conditions

Handoff can be triggered in two ways:

  1. User-initiated — The user types a phrase that matches handoff keywords (e.g., "talk to a human", "speak to an agent").
  2. AI-initiated — The bot detects low confidence or recognizes a topic that should be escalated.

Configure trigger rules in Settings → Human Handoff.

The handoff flow

User asks for help → Bot offers handoff → User accepts
    ↓
Request appears in Live Chat dashboard (Pending)
    ↓
Agent joins the conversation (Active)
    ↓
Agent and user chat in real-time
    ↓
Agent resolves the conversation (Resolved)
    ↓
AI takes over for future questions

Setting up handoff

  1. Go to Settings → Human Handoff.
  2. Enable the handoff module.
  3. Configure trigger keywords or conditions.
  4. Set up notifications so agents are alerted when a request comes in.
  5. Confirm that agents have the Handoff module enabled in their role permissions.

Request states

State What it means
Pending A user is waiting for a human agent. No one has joined yet.
Active An agent has joined and is chatting with the user.
Resolved The agent has closed the conversation. The AI resumes for future questions.

SLA fallback

If no agent is available within the configured time window, the system can automatically fall back to a lead capture form — so the user can leave their contact details for follow-up rather than waiting indefinitely.

Agent workspace

When an agent opens a handoff request, they see:

  • Full conversation history — Everything the user and AI discussed before handoff.
  • User context — IP, channel source, session duration.
  • Real-time messaging — Type and send replies with typing indicators.
  • Markdown support — Format responses with bold, links, and lists.

Agent actions

  • Join — Accept the handoff request and start chatting.
  • Reject — Decline the request (it returns to the pending queue for another agent).
  • Resolve — Close the conversation. The AI takes over for any future messages in that session.

Cross-channel handoff

Handoff works across all connected channels:

  • Website widget — Agent replies appear in the chat widget in real-time.
  • WhatsApp, Telegram, Discord, etc. — Agent replies are routed back through the same channel.

The user experience is seamless — they don't need to switch platforms.

Notification bridge

Handoff requests trigger notifications through your existing integrations:

  • Email — Receive an alert when a user requests a human.
  • Webhook — Send handoff events to your internal tools or ticketing system.
  • Slack / Discord — Get notified in your team's communication channels.

FAQ

Q: I don't see Live Chat in the sidebar.

  • The handoff module may be disabled. Enable it in Modules or Settings → Human Handoff. Also check that your role has permission for this module.

Q: Users are not getting handoff prompts.

  • Verify handoff trigger keywords are configured in Settings → Human Handoff. Check that the module is enabled.

Q: What happens if no agent is available?

  • If SLA fallback is configured, the user is offered a lead form to leave their contact details. Otherwise, the user sees a message that no agents are currently available.

Q: Can multiple agents handle handoff requests?

  • Yes. Any user with the Handoff module permission can see and join pending requests. The first agent to join takes ownership.

Q: Does the AI stop responding during handoff?

  • Yes. Once an agent joins, the AI pauses for that session. After the agent resolves the conversation, the AI resumes for any new messages.