How the AI hands chats to your team

Choose a mode

In Settings › Chat, under Chat Routing, pick one mode for During business hours and one for After hours. A chat keeps the mode of the hours it started in.

AI first

The AI answers, and brings in a person when one is available. After hours it connects nobody and offers a ticket.

AI only

The AI answers everything. It offers a ticket, never a person.

Human first

Your team is offered the chat first. If nobody is free, or nobody accepts in time, the AI takes over.

Human only

Your team only. If nobody is free, the customer leaves a ticket.

A new workspace starts on AI first during business hours and AI only after hours. Set your hours in Settings › General, under Business hours: a timezone, then Always open or a schedule for each day.

When the AI brings in a person

In AI first, and only when someone on your team is online and available:

• The customer asks for a person. The AI offers Connect me now or Keep chatting here (with Try to help before escalating on, as it starts). Asking again connects them.
• The AI is unsure of a real question, below Offer a person when the AI is less sure than (70% to start). It offers a person or a ticket, once per chat.
• Before it makes a ticket, it offers a person first.

How your team gets the chat

The Assignment rule in Settings › Chat decides who gets it: Round Robin and Least Active pick one agent, First Accept offers it to everyone (the first to click Accept on “New chat needs an agent” gets it), and Manual puts it in the Queue for your team to take.

• While the customer waits, they see “Waiting for a team member to join...”, and can choose Keep chatting with the AI (not in Human only).
• In Human first and Human only, the wait is Chat request timeout times Max re-notification rounds (30 seconds, 3 rounds to start), never more than 3 minutes. Then Human first hands the chat to the AI, and Human only opens a ticket.
• When the AI hands a chat to a person and nobody accepts, a ticket is created for the customer.
• Waiting chats are in Chat, on the Queue tab. To step into a chat the AI is handling, click Take over from AI in its side panel.

Name and email, asked alongside

Switch on Ask for contact details in your chat widget’s settings (Settings › Widget, then the widget, then Behavior). When a chat goes to a person, the widget then asks the visitor’s name, if it doesn’t know it, and their email, one question per message.

It never holds the chat back. Every question has Not now, and the chat goes to your team either way. With Name on the contact step you choose: ask and let visitors skip it (the default), require it, or ask for the email only.

Tickets from a chat

• When the customer agrees to a ticket, the widget shows it to them first: Approve, Edit or Not now. Then it asks for their email (the name is optional) and they click Create ticket.
• The ticket opens with a summary and the whole chat, and the customer gets a confirmation email. Your team’s replies on the ticket go to them by email.
• The ticket card always asks for an email. A ticket that opens because nobody was available waits for the visitor’s email only when Ask for contact details is on. With it off, it can open without one.