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Human Handoff
Hand conversations off when they require human attention or cannot be handled appropriately by AI.
A subscription is required to use this feature
Human handoff and its related rules are advanced features and require an active subscription.
Enable Human Handoff
When enabled, ChatAsynq can determine whether a conversation should be handed off based on your configured conditions.
- Handle questions that cannot be answered appropriately by AI.
- Handle situations where a customer requests human support.
- Enable handoff only when it is necessary for your workflow.
Add Handoff Rules
Each rule can define a different condition for triggering a handoff.
- Describe the situations that should trigger a handoff.
- Keep each condition clear and specific.
- Create multiple rules to handle different scenarios.
Handoff Message
Configure the message shown to the customer when a handoff is triggered.
- Let the customer know that the conversation will be handled through another support method.
- Keep the message short and clear.
- Include expected wait times or next steps when appropriate.
Schedule
Configure handoff rules to apply only during specific times.
- Match handoff availability with your customer service hours.
- Configure multiple time periods.
- Set schedules based on days of the week and time ranges.
Notifications
Notify designated team members when a handoff occurs.
- Choose who should receive handoff notifications.
- Verify that notifications are being received correctly.
- Review your notification settings to avoid missed handoffs.
Manage Handoff Rules
You can update your existing handoff rules at any time.
- Enable or disable individual rules.
- Edit or delete existing rules.
- Review your rules regularly to avoid unnecessary duplication.
Examples
Common handoff scenarios include:
- A customer requests human support.
- A request involves a quote or customer-specific terms.
- A customer needs order assistance or after-sales support.
Recommendation
Use handoff rules for situations that genuinely require human judgment to avoid unnecessary handoffs and keep conversations efficient.
Remember to save your changes
Changes are not applied automatically. Click Save to apply your updated settings.