How to set up human handoff in neobank support chats?

Your Chatref AI agent needs clear rules for when to escalate chat to agent. In the agent settings, define the specific phrases or scenarios that should trigger a handoff, such as "speak to a person," "fraud alert," or "dispute a transaction." You can also set conditions based on customer intent. When these triggers are detected, the agent will automatically route the conversation to your team’s shared inbox instead of attempting to resolve it.

The shared inbox is where your human agents take over. Invite your support team members to the Chatref workspace and grant them access to the conversation inbox. When a neobank customer service handoff is initiated, the chat appears here in real time with the full conversation history. Agents can see exactly what the customer asked and what the AI already said, so they never have to ask for context again.

Before the handoff, you can use custom actions to gather critical information that speeds up resolution. For example, create a custom action that asks for the customer’s last transaction amount or account type. This data is attached to the conversation and visible in the shared inbox when an agent picks it up. It turns a generic escalate chat to agent event into a prepared, efficient interaction.

Use the live playground to simulate a customer requesting a human agent. Walk through the entire flow: the AI detects the trigger, runs any pre-handoff custom actions, and the chat appears in your team’s shared inbox. Adjust the trigger phrases or custom action questions based on what you see. This testing ensures your neobank human handoff is smooth and your customers never feel stuck with a bot when they need a person.