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  • Welcome
    • 👋Welcome to My AskAI
  • START HERE
    • 🤷‍♂️What is an AI Customer Support Agent?
      • 💪What are the benefits of using My AskAI?
      • 🤔Who is this for?
    • 🏗️Create your AI support agent
    • ➕Add your AI agent to your website
      • ➕WordPress
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  • Features
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    • 🤝Human handover
    • 🔌Channels
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        • Zendesk (Messaging)
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      • Intercom
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      • 👤User Data API setup
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  • TROUBLESHOOTING
    • 🐢Slow responses
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  • FAQ
    • 🪖General
      • 🧪How can I test my AI agent without it responding to customers?
      • 📱Can I use the AI agent within a mobile app?
      • 🥫Can I add macros, canned or stock responses to my AI agent?
      • 👯Can I have multiple AI agents, multiple brands or multiple knowledge bases?
      • Can I route tickets to different agents?
      • 🤪Can I give my agent a personality, adjust the tone or customize the prompt?
      • 🤓Does it get smarter the more conversations it has?
      • 🤔Which messages will my AI agent respond to?
      • 🐦What are your social accounts?
      • ⚖️What is the difference between My AskAI and My AskAI Classic?
      • 🙅Will it answer questions about competitors' products?
      • ♻️My website has dynamic content, can I use My AskAI?
      • 🤷‍♂️What if it can't answer?
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      • 💇‍♂️My AskAI vs Fine-tuning
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      • 🤔How does it work?
  • API Documentation
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On this page
  • What is human handover?
  • How does human handover work?
  • Which live chat services do you support for human handover?
  • What information is passed over with human handover?
  • Human handover with the My AskAI widget
  • When will it be handed over to a human?
  • How can I test human handover out?
  • Can I change my human handover chat provider at a later date?
  • Custom endings for "I don't know" responses
  • Can I create my own custom human handover phrases?

Was this helpful?

  1. Features

Human handover

Human handover ensures customers can still talk to you when they need to. Best of all, we integrate with your existing live chat tools, so you won't have to learn to use a new one.

PreviousAI answers on your contentNextChannels

Last updated 1 month ago

Was this helpful?

Some customers and questions will still need a person to answer them, here's how you can ensure your customers are answered by one with your AI support agent.

What is human handover?

Your AI agent is the 1st line of defence for customer queries, but sometimes customers may want or need to talk to a human.

Human handover allows the customer or visitor to switch between talking with the AI and talking to a member of your support team.

Before any handover occurs, we use AI to summarize the conversation they have had so far, so the visitor doesn't have to repeat themselves and the support agent can instantly get up to speed with their issue, reducing resolution times.

How does human handover work?

Human handover works differently depending on whether you are using:

  • One of our native live chat integrations:

    • Learn more about handover

    • Learn more about (messenger and tickets) handover

    • Learn more about handover

    • Learn more about handover

    • Learn more about handover

Which live chat services do you support for human handover?

We currently support the following live chat services:

  • LiveChat

  • Tawk

  • Crisp

  • Zoho (SalesIQ)

  • Tidio

  • Email (also can be used so you can create a ticket in another system)

  • Link (e.g. URL to your help docs or a contact form)

(If your live chat provider is missing, contact us via chat).

What information is passed over with human handover?

The information passed over with human handover is dependent on the live chat widget used as different widgets have different parameters, you can see a full list below:

  • Conversation summary = the user will always be able to generate a summary of their conversation, it is just whether that summary can be automatically passed over to the widget or whether they will have to copy and paste the summary that is the distinction

Live chat provider
Human handover?
Email handover?
Conversation summary

Intercom

Automated

LiveChat

Copy + Paste

Tawk

Copy + Paste

Zendesk (Messenger + Tickets)

Automated

Crisp

Automated

HubSpot

Automated

Zoho (SalesIQ)

Copy + Paste

Freshchat

Automated

Freshdesk

Automated

Tidio

Automated

Human handover with the My AskAI widget

When will it be handed over to a human?

You can decide when users should be able to talk to a person, either:

  • All the time - a contact icon will be added to your chat widget's menu that is always visible, like the below and a "Talk to a person" button will be visible at the end of each message:

  • Only after asking a question - the contact icon above the chat widget only becomes visible after the user has asked at least one question to the AI support agent.

  • When the user asks to "talk to a person" (or uses similar wording)

In both scenarios, if the AI agent is unable to answer or if a user asked to talk to a person it will immediately give the user the option to talk to a person:

How can I test human handover out?

Head over to Chat within your Dashboard and ask a few questions, then click the Contact icon in the widget menu or click the "Talk to a person" button.

Can I change my human handover chat provider at a later date?

Yes, you can, just go to your Dashboard, then AI agent setup > Human handover and click the "change/remove" button beneath the chat icon of your current provider.

Custom endings for "I don't know" responses

You have the option of adding your own custom ending each time the AI agent is unable to answer a question. This can allow you to direct users towards links, the "talk to a person" option, or something else.

To edit your Custom ending, just go to AI Agent Setup > Human Handover > Advanced Settings.

Can I create my own custom human handover phrases?

Yes, in addition to our existing handover logic, you can create and manage your own custom handover phrases.

This can be useful if there are unique phrases your customers tend to use when they want to speak to an agent or if you wish to use a language we don't currently support.

To edit these, go to AI Agent Setup > Human Handover > Advanced Options > Custom human handover phrases and click "Manage".

From here you can add and remove handover phrases.

When a user types one of these phrases, they will be instantly handed over to a human member of your team.

(Messenger and Tickets)

by Freshworks

Email handover = the email address can be passed into the live chat widget (if is turned on)

🤝
Intercom
Zendesk
HubSpot
Freshchat
Freshdesk
email capture
Zendesk
Freshchat
Freshdesk
HubSpot
Our AI widget
Intercom