How to hand a chat from your AI agent to a person
A good AI agent knows when to step aside. Complaints, refunds, medical questions and anything personal belong with a person. Here is how to decide where that line sits, tell the agent, and pick the conversation up smoothly.
Decide what a person handles
Write a short list of the conversations your agent should pass on. Most businesses start with these:
- Complaints, refunds and disputes.
- Anything medical, legal or financial.
- A customer who asks for a person.
- Questions the agent cannot answer from the facts you gave it.
- Large orders, quotes or anything that needs your approval.
Tell the agent what to say
Give the agent the words to use when it hands over, so the customer knows what happens next. For example: "Thanks, I have passed this to Sam, who will reply here today." Ask it to say when someone will reply, and never to guess an answer it does not have.
Make sure you hear about it
Ask the agent to tell you when it hands a chat over, for example by sending you an email with the customer's name and question. Spaces can also tag a chat or email you a summary of unread messages on a schedule, so nothing waits unseen.
Pick up the chat yourself
Because Spaces connects the accounts you already use, the conversation is still in your own WhatsApp, Instagram or inbox. You can reply from your phone as you always have, and the customer stays in the same chat with the same number or profile.
When the agent hands a chat over, or you ask it to hand one to you, Spaces marks that chat as taken over by a person. From then on Spaces refuses every message the agent tries to send there, including scheduled messages and routines, until the chat is handed back. You and the teammate it was handed to can still reply as usual.
When you are done, tell the agent to hand the chat back and it picks up from there. You can also pause all sending for your whole workspace at any time.
Who you message
Pricing
FAQ
Will the customer notice the hand-over?
They stay in the same chat. The agent tells them a person will reply, and then you do.
Can I take over a chat without the agent asking?
Yes. Ask your agent to hand any conversation to you, and it stays out of that chat until you hand it back. You can also pause all sending at any time.
What if nobody is free to pick the chat up?
The agent tells the customer when to expect a reply, and the chat waits for you. Ask the agent to give a realistic time, such as the next working morning.