Can customers request a human agent?
Yes. A customer can ask for a person at any point. They don't need to use a specific phrase.
The assistant passes the conversation to your team's queue, with the message history and any details already collected. Staff are notified and respond when available.
The handoff doesn't mean someone is online immediately. Keep your business hours and staff availability current so customers know when to expect a reply.
Changelog releases
This topic appears in the following release notes:
- App support email routing and clearer pickup times
- Clearer staff handoffs and subscription controls
- More reliable replies and clearer conversation controls
- Clearer topic replays and safer AI handoffs
- Clearer topic replays and safer AI handoffs
- Chargeback drafts and safer order tools
- Sharper answers, smoother handoffs
- Sharper chat answers and wizard general settings
- Better Protection Against Connection Spam