How do I set up human handoff in Chatref?

Human handoff runs through the shared inbox, so anyone who will pick up chats needs access. In your Chatref workspace settings, add each support agent as a team member. Once they are invited, they can log in and watch the shared inbox for incoming handoff requests. All accounts include unlimited agents and the shared inbox with zero per‑seat fees – you pay only for the AI responses you use.

Handoff begins with a custom action that lets customers request a person. Inside your agent’s configuration:

1. Open the Custom Actions section and create a new action.
2. Set the trigger as a button the user will see, for example “Talk to a human” or “Speak with support”.
3. Map the action to the Escalate to human intent. Chatref will automatically flag the conversation for the shared inbox the moment a user taps it.
4. Optionally, add input fields to ask for an order number, return reason, or preferred contact method – this way your agent gets the facts before they even type a reply.
5. Save the action and update your agent’s behavior instructions so the bot suggests this handoff when it hits a question it cannot resolve from your docs.

From this point, any customer who chooses the button triggers a seamless escalation request in real time.

When a customer requests a human, the conversation appears instantly inside your team’s shared inbox. An agent clicks Take over, and the chat transfers to them immediately. The entire AI conversation history, plus any details captured by the custom action (order number, issue type), loads right inside the thread. The human agent continues in the same chat widget – the customer never leaves the conversation. There is no separate login, no copy‑pasting, and no asking the customer to repeat themselves.

Before you go live, simulate a real customer journey:

1. Open your live website and start a chat with the widget.
2. Ask a question, then click the handoff button you configured.
3. In another browser or incognito window, log in to your Chatref shared inbox and confirm the conversation appears with full history.
4. Take over the chat and reply as the human agent. Verify that the customer sees the response seamlessly.

Run through a couple of different scenarios (e.g., requesting a return, asking for order changes) to be sure your handoffs work reliably.

When should I transfer a chat to a human agent?

Transfer when the AI cannot handle the request confidently – complex returns, fraud concerns, account-specific changes, sensitive health information, or anytime a customer explicitly asks for a person. You can also configure Chatref to suggest a handoff if the bot’s confidence drops or the user expresses frustration.

How can I ensure seamless handoffs between AI and human support?

Enable the shared inbox so human agents see the full conversation history. Design custom actions that collect whatever the human will need (order ID, issue summary) before the handoff even begins. Keep the team trained on your handoff workflows, and set response‑time expectations so no chat sits unattended. Test regularly to confirm context passes cleanly.

Can Chatref provide context during handoffs?

Absolutely. When a human agent takes over a handoff in the shared inbox, they see the complete AI chat transcript, any data the customer entered through custom actions, and basic session metadata like the page the user was on. That means your agent can jump in with a personalized answer instead of asking the customer to start again.