When it reaches a person, the groundwork is already done
It gets the thread, the account, what the agent already checked and why it stopped. Whoever picks it up only has to decide.
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How it works
The case goes to a person with everything already known
When the agent sees a case is not one for it, it stops and passes it to a person. Whoever gets it finds the whole conversation, the account data and what has already been checked, without asking again.
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The agent reads from and updates the tools you already use, with no add-ons or extra charges.
See all integrationsFrequently asked questions
Who decides when to hand off?
You do. You can hand off by topic, plan, customer or by default, letting the agent answer only what you authorize.
Does the customer notice the switch?
They see a person replying, yes. What they do not see is a conversation starting over.
Can it go back to the agent afterwards?
Yes. The person closes their part and the next questions go back to the normal flow.
What if the customer asks for a person?
The agent does not repeat its answer: it hands off right then and leaves the team a title and a summary of the case. The same happens if it detects the customer is upset or the conversation is going round in circles.
Can it ask for missing details before passing it on?
Yes, and it is on by default: before leaving the case to the team, the agent asks for whatever is missing so whoever picks it up can answer first time.
What happens if it hands off outside working hours?
You decide: either it waits for the team, and the customer sees when you are back and your away message, or the agent closes the conversation pointing them to the help center.
