Your AI agent handles the first reply, and when something needs judgement it goes to a rep who is on shift and has room, with the whole thread in front of them. Or set a channel to live chat and it goes straight to your team from the first word. What can’t be settled in the chat becomes a ticket someone owns.
See where that handoff fits inside connected customer service across channels.
What it does
The AI covers the front line. Everything below is what happens the moment it should not be the one deciding.
The agent works out when a conversation has stopped being something it should answer, then asks for a person. It checks whether anyone is actually on shift before it promises one.
Round-robin, or straight to whoever has the fewest open chats. Per-agent capacity and working hours are part of the call, so nobody comes back from lunch to nineteen threads.
Set a channel to live chat and it becomes a dedicated live chat inbox: the message arrives, it is assigned, and a person answers it. No agent in front, and no credits drawn, because credits are drawn by AI replies.
Your reps answer website chat, WhatsApp, Instagram, Messenger, Telegram, and LINE from the same place, with the earlier history attached to the contact.
On the Growth plan, anything that needs a refund approval, a fix, or a callback becomes a ticket with the full conversation attached. Nothing lives only in someone’s memory.
Set when your team is around. Handover checks those hours first, so the agent keeps working the conversation at 2am rather than promising a person nobody can produce.
PII masking is on from Starter up, so a rep can work the thread without personal data sitting in the open.
How a request moves
It answers from your own documents, handles the repeat questions, and captures who it is talking to while the conversation happens.
The thread is assigned to someone free and on shift and arrives with everything already said. The customer picks up mid-sentence rather than starting over.
Simple things end in the chat. On Growth, the rest turn into a tracked ticket so the follow-up has an owner and a state.
Live chat as its own channel
A partner asking about a contract, a customer you have known for six years, an account big enough that the first reply matters. You do not want those answered by an agent, however good it is.
So set the channel to live chat instead. It behaves like a dedicated live chat inbox from that point on: the message arrives, it is assigned to whoever is free and on shift, and a person answers it. Nothing runs in front of them and there is nothing to review afterwards.
You set it per channel. The website widget can keep running the sales agent while WhatsApp goes straight to your team and the partner channel stays on live chat only. If you would rather your reps did not open cold, leave a short AI intake in front of it to collect the name, the account and the reason first.
It changes the bill as well as the experience. Credits are drawn by AI replies, so a live chat channel your team answers does not draw them. With intake switched on, the conversation draws a single credit at the moment it reaches a person, and nothing after that. Live chat channels need Starter or above, which is where the live agent seats start.
Live chat seats, human takeover on every channel, the shared team inbox, shift- and capacity-aware routing, and standard analytics.
An AI support agent that resolves rather than passes on, full ticketing, advanced analytics with CSV export and knowledge-gap reporting, and voice.
Per-agent numbers, CSV export, and a report of the questions your docs didn’t answer.
Voice notes the AI transcribes, and WhatsApp calls between your team and customers.
Solo runs without a live chat inbox, so it has no seats. Seat counts per plan are on the pricing page.
Put the AI on the front line, keep your reps for the conversations that deserve them, and track the rest as tickets.