When a handoff triggers
Either the visitor asks for a person, or the agent itself escalates when it isn't confident. You can tune how aggressively the agent asks for help from the agent settings.
Instant dashboard alert
The right teammate is pinged in real time over WebSocket with the full transcript in front of them — nothing to catch up on in a sidebar, no 'can you summarise what they want' back-and-forth.
One-click takeover
A human claims the conversation in one click. The AI stops talking, an operator badge appears in the chat window, and whatever your teammate types is sent to the visitor — or spoken aloud on a voice call.
Private helpers mid-chat
Your team can run a sub-agent privately while they're on the call to look something up — order status, policy snippet, draft reply — without the customer seeing it in the thread.
Clean handback
One click returns the conversation to the agent, which picks up with the context of what the human said. The record of who handled what is kept in the transcript.
Related docs