Implementation
How does Chatref handle human handoff in customer chats?
Chatref makes human handoff simple by letting your team step into any AI chat from a shared inbox. When a customer asks a question that needs a person, you can transfer the chat to an agent, escalate the support request, or hand over complex queries without losing the conversation history.
How the Shared Inbox Enables Handoff
The shared inbox is where your team monitors live chats. Every conversation the AI handles appears here in real time. When a chat needs a human touch, you open the thread and take over directly. The customer sees the same conversation continue seamlessly, now with a person on your team instead of the AI agent.
Using Conversation Tags to Prioritize Escalations
Conversation tags help you organize and prioritize when to escalate a support request. You can set up automatic tagging rules or apply tags manually. For example, tag a chat as "urgent" or "complex-return" so your team knows to hand over complex queries immediately. Tags make it easy to spot which conversations need a person right away.
The Handoff Experience for Your Team and Customers
When you transfer a chat to an agent, the full thread stays intact. Your team member sees every previous message in the shared inbox, so they never ask the customer to repeat themselves. The customer simply continues the conversation, unaware of the switch behind the scenes. This keeps the experience smooth and professional for your baby-goods store.
FAQ
How to set up human handoff in Chatref?
Human handoff is built into the shared inbox. There is no separate configuration needed. Once your AI agent is live on your site, every chat appears in the inbox. Your team can open any conversation and start replying to take over from the AI.
What happens when a chat is escalated?
The chat remains in the same thread. Your team member sees the full history and can reply directly. The AI steps back while a human is active, but the conversation stays in your shared inbox for reference and follow-up.
Can I see the full chat history during handoff?
Yes. The shared inbox preserves every message from the moment the customer started the chat. Your agent sees the complete context, including any AI responses, before taking over.
Put this into practice
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