Human handoff

When the bot offers a person

The bot offers to pass the conversation to your team when:

• the visitor asks for a person, for example “let me talk to a real person”;
• the question is about billing, refunds, legal matters, a security issue, or cancelling an account (each can be turned off per bot);
• the question contains one of the bot’s own topics, such as “birthday party” or “with a friend”;
• the visitor asks the same question for the third time;
• the docs do not match the question well enough (retrieval below the bot’s confidence threshold);
• the answer has no citation, or the model is not confident;
• the visitor gives an answer a thumbs down.

The first four never reach the model, so they cost nothing.

To change the topics, open the bot’s Setup tab and use Always pass to a person: untick a built-in topic your business answers itself, and add your own topics, one per line. A question matches a topic when it contains the topic’s words in the same order, ignoring capitals and punctuation.

What the visitor does

The widget shows a short consent note and an email field. Nothing is stored or sent until the visitor ticks the box and submits their email. The conversation is then marked as handed off, and you see it on the Conversations tab with the visitor’s email and a summary.

How do I send escalated conversations to Slack?

1. In Slack, create an incoming webhook for the channel you want (Slack app settings, Incoming Webhooks).
2. Paste the webhook URL into Slack webhook on the bot’s Setup tab, or set SLACK_WEBHOOK_URL as the default for all bots.

Each handoff posts the visitor’s email, why the bot handed off, the last question, and a short summary written by Claude. The webhook must use https, and is only ever called with protection against requests to internal addresses.

Sending handoffs by email

Set RESEND_API_KEY and EMAIL_FROM (a sender on a domain verified in Resend), then set Handoff email on the bot’s Setup tab, or SUPPORT_EMAIL as the default. The email includes the summary and recent messages, and replying goes straight to the visitor.

A conversation is handed off once. If Slack or email fails, the handoff is still saved and visible in the dashboard.