Human Handoff

No. The Human Handoff screen maintains a live connection to the conversation server and updates automatically.

A green dot means you’re connected and receiving live updates. Yellow means the page is connecting. Red means the connection was lost—the page attempts to reconnect automatically.

A red banner above the inbox shows how many chats need a person, and the same count appears on the browser tab (for example “(3) Human Handoff”). Attention flags also highlight those cards. My chats, Queued, and Monitoring each show their own counts.

My chats are conversations assigned to you — you can hold several at once. Queued is unclaimed chats that need a human now (an escalation, Human Only, or a paused chat returned to the queue). Monitoring is live chats the AI is still answering; a new Human-Supported conversation starts there. Recent is a separate tab for closed conversations from the last 48 hours.

No. Selecting a row only changes what you see on screen. It does not claim or release the conversation, and the visitor is not told you looked. They are notified when you Take Over (in Human-Supported), Transfer to a named colleague, or Hand back to AI.

Yes. Search finds chats by question, visitor name, location, service, or tag. Filter by service, tag, or needs-attention only, and sort by longest waiting or newest. Hidden chats still count in the need-attention banner and tab badge, so a filtered-out escalation is never silently lost.

Queued chats turn amber, then red, as the customer waits. Admins set those times per service (defaults are two minutes and five). The colours are a triage signal — they do not auto-assign or page anyone.

Yes. After taking over, insert a saved reply from Replies or by typing “/”. Placeholders such as visitor name, agent name, and service name are filled in on insert. Admins write and edit the list in Desk settings.

Yes. After taking over, Note switches the composer to an internal note. The customer, the AI, and Insights never see it — it is for the next agent on that thread.

A conversation can be flagged when the customer gives a thumbs down, the AI cannot answer (non-answer), negative sentiment is detected, or the customer explicitly requests a human.

Yes, but once a conversation is claimed, other agents are shown who owns it and the Take Over button is disabled until it’s transferred, returned to the queue, or handed back to the AI.

Hand back to AI resumes the bot from the next visitor message and tells them. Transfer assigns a named colleague and tells the visitor once (for example “Archie is now helping you.”). Return to queue drops your claim, keeps the AI paused, and does not notify the visitor — the chat waits in Queued for the next agent.

Yes. An agent can Hand back to AI at any time, and the AI will continue from the next customer message. A system message is shown to the customer. Hopping between chats, auto-assign, and returning a chat to the queue do not unpause the AI.

Yes. Services can be set to Human Only, which disables automated responses until a human replies. You can also use AI Only (no handoff) or Human-Supported AI (standard handoff mode).

Yes. Toast notifications and a sound alert appear even if you’re elsewhere in the admin console. The browser tab shows a count whenever chats need attention, and you can turn on desktop notifications (the bell) so the OS alerts you when the tab is in the background. Auto-assign still requires the Human Handoff page to be open with Available on.

Each card shows status (AI Active or Paused), the specialist agent type, visitor name and city, opening question preview, start time, message count, and wait time where it applies. Selecting a row opens the full colour-coded transcript in the centre column, with visitor context on the right. Messages show a time when it is known.

The Recent tab keeps closed conversations for 48 hours, including threads a visitor reset. They are read-only — no composer, Take Over, or transfer.

Yes. Admins can set weekly hours and closed dates per service. A typical setup is Human-Supported AI while the desk is open, and AI Only overnight, on weekends, and on holidays. You can still override the live mode until the next scheduled change, until a chosen time, or until you turn the schedule off.

It is optional and off by default. Agents join the pool when they have Human Handoff open and Available is on. In Human Only every new chat is queued; in Human-Supported only conversations that need a human are queued. The oldest waiting conversation fills the next idle agent’s My chats, up to ten concurrent claims. Assignment never opens the transcript — you get a toast and an unread mark. If nobody is free, it stays in Queued until someone has capacity. Manual Take Over from Queued can exceed the cap.

Yes. After taking over, Generate AI Answer runs the same agent pipeline the customer would have seen and places the markdown in the New Message box, with source citations underneath for reference. Edit it, clear it, or write your own, then Send. The customer sees a human-agent reply. Generated drafts count toward usage; replies you type yourself do not.

Yes. The Agent role can work Human Handoff and Insights — including saved replies and internal notes. Agents cannot change service modes, staffed hours, auto-assign, wait-time colours, saved replies, or other configuration.

Yes. When Visitor Profiles is enabled, the right column shows the captured attributes and a short conversation summary. Conversation cards can also show a visitor label (for example a name and programme). Without Visitor Profiles, agents still see the live transcript, location, and tags.