Introducing Live Chat & Human Takeover: The Best of AI and Human Support

We're thrilled to announce the launch of Live Chat & Human Takeover — the feature you've been asking for since day one.

The Problem with AI-Only Support

AI chatbots are great at handling common questions and routine tasks. But let's be honest: there are times when only a human can help. Complex billing issues, emotional customer situations, or highly technical problems often require that human touch.

Until now, you had two choices:

1. Use AI-only support and frustrate customers with complex issues
2. Use human-only support and burn through your support budget

Today, that changes.

Introducing Seamless Handoff

With Live Chat & Human Takeover, your AI agent knows when it's out of its depth. It can automatically escalate to a human agent — or your customers can request human help at any time.

How It Works

1. Smart Escalation: Your AI agent monitors conversation sentiment and complexity. When it detects a situation that needs human intervention, it smoothly transitions the conversation.

2. Real-Time Dashboard: Human agents see escalated conversations in a dedicated live chat dashboard with queue management and priority levels.

3. Full Context Preserved: When a human takes over, they see the entire conversation history. No more "Can you repeat that?" — agents jump in fully informed.

4. AI-Assisted Drafts: Even after handoff, AI helps your human agents. One click generates a draft reply using your knowledge base, so agents respond faster and more accurately.

Key Features

For Your Customers

• Transparent Status: Customers see exactly what's happening — "Waiting for agent..." or "Chatting with Sarah"
• No Context Loss: The conversation continues seamlessly, whether talking to AI or human
• Quick Access: A "Talk to Human" button is always available when they need it

For Your Team

• Queue Management: See waiting conversations, wait times, and priorities at a glance
• One-Click Claim: Claim conversations from the queue with a single click
• AI Draft Replies: Generate suggested responses from your knowledge base instantly
• Real-Time Updates: SSE-powered updates mean no refresh needed — messages appear instantly

Under the Hood

We built Live Chat with performance and reliability in mind:

• Server-Sent Events (SSE): Real-time updates without the overhead of WebSockets
• Optimistic UI: Instant feedback for all actions
• Queue Prioritization: Urgent issues bubble to the top automatically
• Graceful Degradation: If SSE fails, automatic fallback to polling ensures no messages are lost

What's Next

This is just the beginning. We're already working on:

• Team collaboration: Internal notes and @mentions
• Canned responses: Quick replies for common questions
• Analytics: Response time tracking and agent performance metrics
• Mobile app: Respond to customers from anywhere

Get Started

Live Chat & Human Takeover is available now on all Growth plans and above.

1. Go to your chatbot settings
2. Enable the Mailbox module (required for live chat)
3. Visit the Live Chat dashboard to start handling escalated conversations

Questions? Our AI agent is ready to help — and yes, a human can take over if needed. 😉

Start Free Trial →