Omni

Human Handoff

Transfer conversations from AI to your team when a human touch is needed.

Human Handoff

Sometimes a conversation needs a human. OmniChat makes the transition seamless.

How Handoff Works

When the AI determines it can't help (or the customer requests a human), the conversation is transferred to your team's inbox. The customer sees a message like: "Let me connect you with a team member who can help."

Automatic Triggers

OmniChat will automatically initiate a handoff when:

  • The customer explicitly asks for a human
  • The AI's confidence score drops below your set threshold
  • The conversation involves a sensitive topic you've flagged
  • A specific keyword or phrase is detected

    • Manual Triggers

    In any Chat Flow, you can add a Handoff node to transfer at specific points — for example, after qualifying a lead but before closing a deal.

    Team Notifications

    When a handoff occurs, your team is notified via:

  • Dashboard notification (real-time)
  • Email notification (configurable)
  • The conversation appears with a "Needs Attention" flag in the inbox

    • Picking Up a Conversation

    Team members can claim a handed-off conversation from the inbox. Once claimed, they can chat directly with the customer. The full AI conversation history is visible for context.

    Returning to AI

    After resolving the issue, the team member can return the conversation to the AI by clicking Return to AI. The agent will pick up where it left off.

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