How does Chatref handle human handoff in communication chats?

Your Chatref AI agent answers the everyday questions – plan details, setup steps, billing cycles – directly from your help docs, guides, and changelog. For queries that need a person (refunds, nuanced troubleshooting, account-specific decisions), the agent doesn’t guess. It hands off to your team, in the same chat, so the customer never notices a break.

The shared inbox shows every active conversation to your support team. As soon as a chat needs human judgement, any available agent can click in, review the full thread, and reply – no separate tool, no lost context. This means live chat support is always available for handling complex queries, while the AI continues managing the routine ones.

Conversation tags automatically label chats by topic: “billing,” “technical,” “cancellation risk,” and more. Before a handoff even happens, your team can filter the inbox by tag, so the right specialist picks up each case. Manual tags can be added on the fly when a chat needs special handling. This keeps support escalation tidy and prevents important issues from sitting unread.

Custom actions let the AI agent collect structured information right in the chat – order numbers, account IDs, error screenshots – before it passes the case to a person. That means the human who takes over starts with everything they need, instead of asking the customer to repeat themselves. Combined with the shared inbox, it’s a seamless live chat support escalation path that cuts resolution time.

How to handle human handoff in communication chat?
Set up Chatref’s shared inbox and let your AI agents run the initial responses. When a chat requires a person, your team sees it instantly in the inbox, takes over the same thread, and replies with full context. No switching platforms, no lost history.

Best way to escalate support issues?
Use conversation tags to auto-categorise chats (e.g., “complex,” “urgent”) and route them to the right team. Combine that with custom actions so the AI agent collects the necessary details before a human steps in. The escalation is invisible to the customer – one continuous chat.

How to manage complex queries?
Let the AI agent handle the first layer using your own docs. For any query it can’t resolve, the shared inbox immediately flags it. Your team can filter by tags, pick up the conversation, and dive into the full chat log. Custom actions ensure you already have the account context, so you can start solving instead of fact-finding.