Human Handoff

This feature allows your Copilot to transfer a conversation to a human agent when it cannot handle a request. If the Copilot encounters a situation it cannot resolve or a situation when the user uses trigger words such as “request an agent", "request a supervisor" or "request human assistance" or others, Copilot smoothly hands over the conversation to a live agent, ensuring the user gets the necessary assistance.

Transfer conversations to human agents

1. Human Agent Alias

Set the name that Copilot will display to users when notifying them that a human agent is taking over the conversation.

2. Trigger for Human Handoff

Define when conversations should be transferred to a human agent. Use agentAlias to customize prompts, like "transfer chat to agentAlias."

3. Timezone

Select the appropriate timezone for the human agent's availability.

4. Working Days

Choose the days when human agents will be available.

5. Allow System Messages

When allowed, users can see the system messages.