Human Handoff

Human handoff passes a chat from the AI to a person on your team. Your team sees the whole chat, so the customer never has to repeat themselves. Use it so customers with complaints, special requests or big orders always reach a real person.

Before you start

• An AI agent live on at least one channel
• Someone to answer — You, or a team member invited in Dashboard → Team
• Optional: WhatsApp connected — If you want to reply to WhatsApp customers after 24 hours, you also need an approved template (see WhatsApp Templates)

How to set it up

1. 1

   Open Agent Settings

   Choose your agent at the top

2. 2

   Turn on Human Handoff

   Under Communication Triggers

3. 3

   Set “Show button after N messages”

   This decides when the website customer sees the “Talk to a person” option. The AI still hands over at any time if the customer asks

4. 4

   Tick “Notify me”

   To get an email when someone asks for a person, so nobody is left waiting

5. 5

   Tick “Notify customer when takeover”

   To tell the customer when someone from your team joins

6. 6

   Pick a WhatsApp template

   Shown when WhatsApp is connected. It is used when your team replies after the 24-hour window has closed

7. 7

   Click “Save Agent Settings”

   The “Talk to a person” option and the AI’s handoff start working in new messages straight away

What happens next

1. 1Customer asks for a person
2. 2Chat moves to your Inbox
3. 3Your team clicks Take over
4. 4AI stops
5. 5Release to AI when done

• The AI hands over when a customer asks for a person in any words or language, is clearly upset, or the AI could not help after trying
• On the website, customers can also choose “Talk to a person” from the chat menu
• Your team replies from Dashboard → Inbox and the reply goes out on the customer’s own channel

When the chat goes back to the AI

• Your team member clicks “Release to AI”
• Or the team member says nothing for 30 minutes — the customer is told, and the AI answers their next message
• A request nobody has taken yet stays in the Inbox until someone takes it

What you can do with it

• Answer on any channel — Website, WhatsApp, Telegram, Messenger, Instagram, Discord and email all arrive in one Inbox
• See the context — The whole chat and an AI Summary sit beside your reply box
• Get help writing — Suggested replies, saved answers and translation are in the Inbox. See Inbox & Live Chat

Good to know

• Each message your team sends uses 2 credits
• WhatsApp after 24 hours: WhatsApp only allows a template message, so Botvee sends one. Your real reply is delivered as soon as the customer answers. The message shows “Waiting for customer reply — 24h window closed” until then
• Telegram Business: if you reply to a customer yourself in your Telegram app, the AI stops talking in that chat
• On the website, the customer is emailed a private link to continue the chat on any device

Troubleshooting

• Nobody was told about a request — Tick “Notify me” and check your spam folder
• The AI keeps answering after I joined — Click “Take over” first. Typing without taking over does not stop the AI
• My WhatsApp reply was not delivered — The 24-hour window had closed and no template was chosen. Pick one under Human Handoff in Agent Settings