Deploy
Live chat handover
Route conversations to agents when users need a human.
Live chat handover allows your assistant to route a conversation to a human agent when needed.
Set up agents and teams
- Add your support agents as users (if required by your plan).
- Create teams (e.g., Sales, Support, Billing).
- Define working hours or online availability.
Add handover to a flow
Add a handover step in relevant flows, for example:
- “Speak to an agent”
- Complaint handling
- Sensitive account-specific requests
Agent best practices
- Keep at least one agent online during advertised hours.
- Use internal notes when transferring chats.
- Track common handover reasons to improve automation coverage.