How do I set up human handoff in LegalServer chats?

The shared-inbox is the hub where your LegalServer team monitors and intervenes in chatbot conversations. To turn it on, go to your Chatref agent's settings, select the Inbox tab, and toggle Handoff Requests to active. This makes the inbox visible to assigned team members whenever the chatbot is live on your LegalServer client portal or case intake page.

Escalation settings define when the chatbot should request a human. In the agent's Escalation menu, set triggers like "asks for a person" or "unanswered question repeated." You can also require the AI to always offer a handoff option after a certain number of exchanges. These rules ensure the chatbot knows exactly when to route a LegalServer chat to your team for follow-up.

From the Workspace members page, add your paralegals, attorneys, or support staff to the agent's handoff team. Each member gets access to the shared-inbox where they can claim and respond to live chats. Only assigned members see incoming handoffs, so you control exactly who handles sensitive legal conversations.

Before going live on your LegalServer site, simulate a client chat using the Chatref playground. Type a phrase that triggers handoff, then verify that assigned team members receive the in-app notification and can take over the thread. Confirm that the client sees a seamless transition from AI to human with all context preserved.

When should I use human handoff?

Use human handoff whenever a client's legal question involves complex advice, document review, or emotional distress that the AI is not equipped to handle. Also enable it when a client explicitly requests to speak with someone, or when the chatbot fails to understand the query after a couple of attempts.

How do I assign handoff team members?

Assign team members in Chatref's Workspace settings. Under the agent's handoff permissions, select the colleagues who should monitor and answer live chats. Only these members will appear in the shared-inbox and can pick up conversations, ensuring privacy for client communications.

Can I set priority levels for handoffs?

Chatref's shared-inbox does not include native priority settings. You can triage conversations manually by reviewing the inbox thread list and the client's message history. For urgent matters, coordinate internally so the designated attorney or senior paralegal claims the chat first.