How do I handle human handoffs in my baby store's chat?

Your baby store chatbot should handle common questions about sizing, materials, and shipping on its own. But it also needs to recognize when a human is required. Configure your AI agent to watch for signals like a customer asking for a manager, expressing frustration, or requesting a custom order for nursery furniture. You can also set up custom actions that trigger an escalation when a visitor asks about a specific high-value item like a stroller travel system, giving your team a chance to provide that personal touch.

Not every human handoff should land in the same inbox. With conversation tags, you can automatically label chats based on what the customer needs. Tag a chat as “stroller-advice” when the AI detects questions about car seat compatibility, or “registry-help” when someone asks about your baby registry program. Your team can then filter the shared inbox by tag, so the nursery furniture specialist picks up the crib questions while the feeding expert handles bottle warmer inquiries.

When a chat is escalated, it appears in your team’s shared inbox with the full conversation history visible. Your support agents can see every question the AI already answered, what products the customer viewed, and any details collected through custom actions like their due date or preferred brand. This means your human agent steps in mid-conversation without asking the customer to start over. They simply pick up where the AI left off, keeping the experience seamless for a busy parent shopping online.

Before a chat reaches a human, use custom actions to gather the information your team needs. For example, you can prompt the customer to share their order number, select the baby product category they need help with, or confirm their child’s age. This data is attached to the conversation and visible in the shared inbox, so your agent already knows the customer is looking for a convertible car seat for a 9-month-old before they even say hello.

How to pass baby store chat to humans with full context

Chatref passes a baby store chat to your human team with full context automatically. When the AI agent escalates a conversation, the entire chat history, any custom action data collected (like order numbers or product preferences), and conversation tags are all visible in the shared inbox. Your team member opens the chat and sees exactly what the customer has already discussed, so they can continue the conversation without asking the customer to repeat themselves. There is no separate handoff process to configure; the context travels with the chat by default.