1
When the visitor asks
Always honour it. Make the option visible in the chat, not buried.
2
Sensitive or regulated topics
Legal, medical, financial and safety questions need a qualified person. List them as topics to avoid, so the assistant points visitors to your team.
3
When the bot is stuck
If the assistant cannot answer, it should say so, offer to take details or connect a person, and log the question so you can add the answer later.
4
High-value or emotional moments
Complaints, large orders and cancellations deserve a person. Set rules or watch the live inbox for these.
5
Make the handover smooth
The person should see the whole chat. In Chatdek, your team sees live chats in the portal, takes over from the assistant, and can hand the chat back when done.