Handing a chat to an operator

The AI closes the first line: availability, price, specifications, delivery. Some conversations still have to reach a human — that is not a failure but the intended design.

What to route to an employee

• Bulk and corporate orders.
• Complaints, returns, warranty cases.
• Non-standard payment terms and deferrals.
• Anything requiring a decision the rules do not cover.

How it happens

The chat stays in the shared history and enters the employee queue with its context: what the customer asked, which products came up, what price was quoted. Nobody has to interview the person again — that is the most irritating part of a handover.

What the customer sees

They are not left in silence. The AI says the question has been passed on and does not invent an answer it does not have. This matters more than it sounds: one fabricated detail about a warranty costs more than a wait until morning.

Setting the boundaries

Handover rules are configured in the panel alongside the AI working hours. A practical setup: during the working day a human takes the hard topics; at night and on weekends the AI holds the first line and queues anything complex.

Verification

Ask the bot a question from your “humans only” list. The conversation should enter the queue rather than receive an improvised answer.