How AI handoff to your team works
When the AI escalates, who gets the chat, and how to be notified.
The AI hands a conversation to people when its best knowledge match is weak, when the visitor asks for a person, or when the plan doesn't include AI.
Escalated chats move to Waiting for human and are assigned to an available agent. Turn on sound and browser notifications in Settings → Notifications so you never miss one.
If nobody is online, the visitor sees your offline form and the transcript can be emailed to you.