ProxyAI Human Handoff
Handoff

Immediate Handoff on Request

“talk to a human” · “live agent” → Agent Inbox

When a visitor asks for a person with language such as “talk to a human” or “live agent,” ProxyAI moves the conversation to Agent Inbox before another bot reply.

ProxyAI
AI Assistant · Online
Hi! How can I help today?
I need to speak to someone
Transferring you to a team member now.
Connecting you to a human agent…
Message… {{ ty1 }}
Person requested
Agent Waiting Queue {{ qCount }}
Guest #402I need to speak to someoneWaiting
Sarah M.Can a live agent check my refund?2m
M
Maria López Waiting for an agent You own this conversation
Take over Return to bot
AI Briefing
Summarising conversation…
Customer received damaged order #8921. Wants replacement before Friday.
Full transcript
Maria10:02 AM
My order #8921 arrived and the lamp is cracked.
Bot10:02 AM
Sorry about that. Would you like a refund or a replacement?
Maria10:03 AM
A replacement, but I need it before Friday. Can I talk to a person?
You10:04 AM
Hi Maria, I’m sending a replacement that arrives Thursday.
{{ composer2 }}
AI Briefing

Instant AI Briefing

Summary · Full transcript · Staff only

ProxyAI prepares a concise summary of the conversation so the agent can understand the issue before sending a first reply.

Agent Inbox

Single Omnichannel Agent Inbox

One shared queue · Seven channels

Manage transfers from your website, WhatsApp, Telegram, LINE, Instagram, Messenger, and Discord in one shared queue.

WebWhatsAppTelegramLINEInstagramMessengerDiscord
Agent Inbox {{ inCount }}
Discordkai#2210Is anyone from the team online?now
MessengerPriya K.Live agent please1m
LINEDaniel O.Can I change my delivery address?3m
TelegramAnton V.I’d like to talk to a human5m
Instagram@alex_designDo you do custom orders?8m
WebGuest #402I need to speak to someone11m
WhatsAppSarah M.Can a live agent check my refund?14m
Customer sees · ES
ProxyAI
Mi pedido llegó dañado
Enviaremos un reemplazo hoy
Auto-translated
Mensaje…
Agent sees · EN
MAgent Inbox
My order arrived damaged
Auto-translated
We’ll send a replacement today
Reply as agent… {{ ty4 }}
Translation

Auto translation of customers messages

Customer language ⇄ Agent language

Break the language barrier automatically. Customer messages are translated into the agent's language, and the agent's replies are translated back into the customer's language.

Staffed hours

Timezone-Aware Staffed Hours

Days · Hours · Timezone

Set the days, hours, and timezone when agents are available. Outside that schedule, the bot keeps answering instead of transferring into an unattended queue.

Operating schedule Asia/Singapore · GMT+8
0006121824
Mon
Tue
Wed
Thu
Fri
Sat
Sun
Mon–Fri: 09:00–18:00 · Handoff available Weekend: Bot continues answering
{{ nowLabel }}
Can I talk to a human? Transferred to Agent Inbox Bot continues answering
FAQ

Frequently asked questions

Transferred conversations appear in Agent Inbox with a waiting count, channel, ownership state, and latest message.
Handoff runs only during configured working hours. Outside them, the bot continues answering rather than transferring the conversation.
No. The AI Briefing is strictly visible to staff inside your dashboard; customers only see your direct replies.