Seamless AI-to-Human Handover
While AI handles up to 80% of routine customer questions, complex edge cases or high-value sales leads require human empathy. ChatEaver's Human Handoff feature allows human agents to intervene instantly in any conversation thread.
Step-by-Step Human Takeover Guide
Step 1: Open Dashboard > Chats.
Step 2: Click on a conversation thread displaying a 'Handoff Requested' badge.
Step 3: Click the 'Take Over Chat' button in the thread action header.
Step 4: Type your response directly into the agent reply box and click Send.
Step 5: Answer visitor questions directly through the live chat stream.
Step 6: When resolved, click 'Return to AI Mode' or 'Mark Resolved'.
Automatic Handoff Triggers
Keyword Triggers: Visitor types phrases like 'speak to human', 'talk to agent', or 'representative'.
Fallback Count Threshold: AI fails to find knowledge answers twice in succession.
Sentiment Escalation: Visitor explicitly requests human support or expresses frustration.