How do I set up human handoff for conveyancing support?

Upload your standard conveyancing resources - contracts, settlement procedures, FAQ documents, and disclosure templates - to Chatref. The AI agent uses only this content to answer straightforward questions like “how long does settlement take?” or “what ID do I need?”. Grounding in your own material avoids guesswork, so basic support stays accurate. The agent works across all channels where your widget is embedded.

Create custom actions that your AI agent can fire when a chat meets escalation criteria. For conveyancing, build an action that triggers when the visitor asks a question containing “title defect”, “encumbrance”, “specific performance”, or any other phrase that signals a complex legal query. The action can collect the property address, matter type, and a quick summary before handing off, so the conveyancer doesn’t need to re-ask.

When a custom action fires, the chat immediately becomes visible in your Chatref shared inbox. Every team member with access sees the full conversation history, the context the agent gathered, and the reason for escalation. A licensed conveyancer can open the thread, see exactly what was discussed, and continue the conversation without switching tools or losing any details.

Apply conversation tags like “complex-legal-query” or “escalation-conveyancing” once the handoff occurs. This makes it simple to filter and review all escalations, track resolution times, and spot recurring topics that may need a process update or a better AI training snippet. Tags feed into Chatref’s insights, helping you refine your knowledge base and reduce future escalations.

How to set up human handoff for conveyancing chats?

Upload your conveyancing documents to train the AI agent, then create a custom action that triggers on phrases indicating a complex legal query (e.g., “encumbrance”). Link that action to the shared inbox. When the action fires, the chat appears in the inbox for a conveyancer to take over with full context.

What happens when a legal query needs a person?

If the AI agent encounters a query that matches your escalation criteria, it fires the custom action you defined. The chat moves to the shared inbox intact, including the summary the agent collected (property address, matter type). The assigned conveyancer can read the entire history and respond directly, as if they’d been in the conversation from the start.

Can Chatref transfer chats with full context?

Yes. Escalated chats retain every message, attachment, and any details captured by the custom action. The shared inbox shows the complete thread, so the conveyancer picks up exactly where the AI left off. There is no loss of information, no need to re-qualify the client.

How to manage escalations in conveyancing support?

Use conversation tags (e.g., “escalation-conveyancing”) to label every handed-off chat. Filter the inbox by tag to review pending, resolved, or high-priority matters. The insights dashboard will surface patterns in tagged conversations, helping you improve your AI’s training materials and lower escalation rates over time.