How do I set up human handoff for complex conveyancing cases?

Design a custom action that asks the right questions immediately: property address, transaction type (purchase, sale, remortgage), number of parties, any chain involvement, and whether leasehold or freehold. These fields surface complexity early, so your team can triage without hunting through chat history. Custom actions run inline in the widget and capture responses directly into the conversation for both the AI agent and your team.

Use the responses from your custom action to trigger an escalation alert. For example, if the user indicates a chain or leasehold property, flag the chat for urgent review in the shared inbox. Your AI agent automatically hands off to a human when pre-defined complexity markers are met, keeping straightforward inquiries self‑serve and reserving conveyancer time for high‑value matters.

Your conveyancers watch live chats in the Chatref shared inbox. When an escalated case appears, they see the full conversation history plus all collected property details. A single click transfers the thread to the human agent, who can continue the chat exactly where the AI left off—no repeating questions or context loss.

Because the AI agent and human team share the same conversation record, all uploaded documents, portal references, and custom action data remain visible. During handoff, the conveyancer can also use custom actions to request additional documents or confirm key dates, keeping the case moving without leaving the chat widget.

How to handle complex conveyancing cases in chat?
Chatref detects complexity through custom actions you define—like multi-party chains or leasehold flags. The AI agent then escalates the chat to your team via the shared inbox, where conveyancers take over with the full case history and collected details already in view.

Can Chatref escalate chats to human agents?
Yes. You set escalation triggers based on custom action responses. When a condition is met, the chat appears in the shared inbox with a notification, and your team can immediately step in on the same thread. This works alongside automated responses for simple inquiries.

What info should be passed during handoff?
Pass the entire conversation transcript, all custom action answers (property address, transaction type, complexity markers), any documents uploaded by the user, and a clear reason for escalation. Chatref preserves this context automatically, so the human agent picks up without any information gap.