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 an unresolved situation or when users use trigger words such as “request an agent," "request a supervisor," or "request human assistance," the Copilot smoothly hands over the conversation to a live agent, ensuring the user gets the necessary assistance.

Transfer conversations to human agents when Copilot cannot resolve an issue.

Human Agent Alias

Set the name that Copilot will display to users when notifying them that a human agent is taking over the conversation. This helps users understand who they are interacting with during the handoff process.

Set the display name for human agents during handoff.

Users will be informed when a human agent takes over.

Trigger for Human Handoff

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

note

Ensure the trigger words are common phrases your users are likely to use, such as “talk to a human” or “speak with support.”

Set specific words or phrases to trigger the handoff.

Timezone

Select the appropriate timezone for the human agent's availability. This ensures that handoffs occur only during the agent’s working hours.

Set the timezone to define agent availability.

Working Days

Choose the days when human agents will be available. This allows you to align the handoff process with your operational schedule.

Specify the days agents are available to handle conversations.

System Messages

When enabled, users can see system messages during the handoff process.

Allow users to see system messages during the conversation handoff.