Human Handoff
Enable Human Handoff
After purchasing Human Handoff, open Add-ons → Hand-off → Settings in the dashboard sidebar and turn on Enable human hand-off.
Customers asking for a person with messages such as talk to a human or live agent can be transferred to your agent inbox.
Set Work Hours
Handoff occurs only inside configured work hours. Outside them, the bot keeps answering.
- Choose team Timezone.
- Set Start and End times.
- Select staffed days from Monday through Sunday.
- Choose Save.
Match this schedule to real agent coverage. A broad schedule without available agents creates waiting conversations that nobody can answer promptly.
Auto Archive
Turn on Auto archive in Hand-off settings, then pick Archive after (5 to 30 minutes). Conversations the bot is handling move to Archived once nobody has written for that long.
- Waiting and human-owned conversations are never archived.
- A conversation with an unanswered customer message stays in the inbox.
- When a customer writes again in any archived conversation, it returns to the inbox automatically.
Archiving runs when the inbox is opened or refreshed, on the web or in the mobile app.
Auto Translate
Turn on Auto translate and choose Human agent language. Once a conversation is handed over:
- Customer messages are translated into the agent's language. Choose Translated · show original under a message to see what the customer wrote.
- Agent replies are translated into the customer's language before they are sent. Under your reply, switch between what you wrote and what the customer received.
- Messages already in the agent's language are left alone.
- Help me write drafts in the agent's language, and the AI Briefing is written in it.
Each translation uses AI credits. If translation fails or credits run out, the reply is not sent and the inbox says why. Top up, or turn off auto translate.
Open Agent Inbox
Open Add-ons → Hand-off → Inbox in the dashboard sidebar. The inbox has two tabs: Inbox and Archived. Use the search box to find a conversation by name, channel, or conversation ID, and choose Refresh to request the latest state.
The conversation list shows each customer with their channel, how long ago they last wrote, and who is handling the conversation (Bot, Waiting, or Human). A red count on the avatar shows unanswered customer messages; conversations needing a reply sit at the top, longest wait first.
Open the ⋯ menu on a row to Archive or Delete a conversation. Delete asks for confirmation and cannot be undone.
The Archived tab lists archived conversations as cards. Choose Open to read one, Restore to inbox to bring it back, or the trash icon to delete it.
Handle Conversation
An opened conversation can include:
- Full customer and bot transcript.
- AI Briefing summarizing context for the agent.
- Ownership status and channel in the header.
- Take over control, to claim the conversation.
- Reply box with attachment, Help me write, and Send controls. Press Enter to send, Shift+Enter for a new line.
- Return to bot control.
Read transcript and briefing before replying. Send messages only after confirming you own the conversation. Choose Return to bot when automated handling should resume.
Test Handoff
During configured hours, ask the bot for a human and confirm conversation appears as waiting. Open it, verify transcript and briefing, then test an agent reply. Repeat outside configured hours and confirm bot continues answering instead of transferring.