In short
- Visitors can ask for a person.Once you turn on handoff, visitors can ask in their own words or with the button in the chat.
- Stuck answers go to people.If the AI cannot answer twice in a row, it can hand the chat to your team.
- A summary, not a transcript.Your team sees what the visitor wants, what was tried and why it was not enough.
- Goal and mood at a glance.Each handoff shows the visitor's intent and whether they seem negative, neutral or positive.
A good AI agent does not try to answer everything. It knows when a person should take over, and it makes that moment easy for your team. OneType hands conversations over at the right time and tells your team what is going on in a few lines.
When a chat is handed over
A handoff starts in one of these ways. The conversation is then marked escalated and moves to the top of your inbox.
- The visitor writes that they want a person, for example talk to a human. Common phrases in English, German, French, Spanish, Italian, Portuguese, Dutch and Serbian are caught right away.
- The visitor asks in other words, and the AI recognizes they want a person.
- The visitor presses the button in the chat to reach your team.
- The AI could not answer from your content two times in a row, and you chose to hand those chats to your team.
What happens when the AI does not know is your choice, per agent: hand the chat to your team, show a contact form, or simply apologize. Handing it to your team needs a paid plan, and handoff stays off until you turn it on for the agent.
A summary your team can act on
The visitor sees right away that the team is coming. In the background, the AI reads the recent conversation and writes a short summary for whoever picks it up: what the visitor wants, what was already tried and why it was not enough. It is written in the visitor's language, next to two quick signals: the visitor's intent in a few words, and their mood.
The summary appears on a card at the top of the conversation in your inbox. It also goes into the Slack message when you connect Slack, so your team gets the same context there. Zendesk is coming soon.
Your team hears about it
Everyone who can reply to conversations gets a notification in the dashboard. One click on Take over and the AI steps back. A handoff needs your opening hours and a team member online; outside them, the visitor gets a contact form instead, so nobody is left waiting.
What the visitor experiences
The visitor stays in the same chat window. They do not have to repeat themselves, fill in a ticket form or wait for a new window to load. When a teammate takes over, a short line in the chat says that a person joined, with their first name, and replies arrive right where the conversation already is.
Asking twice changes nothing. A conversation is handed over once, so your team is not flooded with duplicate alerts when an impatient visitor presses the button again.
Free for you
A turn that ends in a handoff is not billed as an answer, and neither are the visitor's messages while a person handles the chat. You never pay for the AI saying it needs help.