When does AI hand off?
By default, AI escalates when:
- The visitor types "talk to a human", "agent", or similar.
- The AI's confidence is below the handoff threshold (Settings -> AI -> Handoff).
- The visitor sends three messages without an answer that resolves their question.
What the agent sees
When you accept the handoff, the chat opens with the full AI transcript in the panel — you don't need to ask the visitor to repeat themselves. Pick up where the AI left off.
Pro tip: leave AI on for triage
Many teams leave AI as first responder and only escalate the hard cases. This catches every visitor instantly and lets your team focus on the conversations that actually need a human.