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Some conversations need a person: a visitor asks for one, wants a manager, or keeps saying the problem isn’t solved. Human handoff lets the agent pass the conversation to your team in Slack, and lets a teammate reply to the visitor from there without leaving Slack.

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Set it up

In Instructions > Tools > Human Takeover:

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What happens in a handoff

1

The agent hands off

The agent tells the visitor it’s connecting them with a teammate, and posts the request with its reason to your Slack channel.
2

A teammate replies in the thread

The first reply in that Slack thread takes the conversation. From then on, the teammate’s replies appear in the chat, the visitor’s messages are posted to the thread, and the agent doesn’t reply.
Until a teammate replies, the agent keeps answering the visitor. Outside your business hours, the request is still posted, and the agent tells the visitor the team is offline and someone will respond on the next business day.