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What to set up
Decide who takes over, which words or topics trigger a hand-over, and what visitors see when nobody is online (a message form or a ticket).
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The short answer
Human handoff is the moment a chat passes from the AI to a person on your team. A good setup hands over when a visitor asks for a person, shows frustration or raises a topic you reserved for staff.
Decide who takes over, which words or topics trigger a hand-over, and what visitors see when nobody is online (a message form or a ticket).
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