Set up human handoff
Decide how long customers wait, what they see and who gets told.
1. Switch on handoff. Turn on Hand over to a person. Go to Agent › Intelligence › Skills.
2. Set the wait time. How long the customer waits for a person before the fallback message.
3. Write the fallback. What customers see if nobody joins in time.
4. Choose who is told. Add the people who get an email when someone needs your team.
Handoff settings
| Setting | Options |
|---|---|
| Wait time | 10 seconds, 30 seconds, 1 minute or 2 minutes |
| Fallback message | Your own text |
| Email alert | Any recipients. Leave it empty to turn alerts off. |
Note: Human handoff starts from the Starter plan.