External Chatbot · Human agent

Hand over to a person when it matters

Human agent adds chatbot human handoff to External Chatbot. Choose when the AI passes the conversation to your team, and the customer gets a person exactly when they need one.

  • AI only, human only, or both
  • Handoff rules you can edit
  • Your own connect message
  • Agents answer from one inbox
Start risk freeSee what it fixes ↓

Choose AI & Human Agent as interaction type.

Human agent
  • The AI knows when to step back
  • Works on every connected channel
  • Cancel anytime
Your problem · Our solution

Bots that never let go

A frustrated customer types "human" five times and still gets the same answer.

My bot keeps answering when a person is needed.

Complaints get a cheerful robot reply.

My team can't see what the bot already said.

qyx.ai

One handoff that works:

  • Interaction types
  • Handoff rules
  • Connect message
  • Agent inbox
  • Notes for the team
  • Analytics per agent
Process

How It Works

A simple three-step process, start to finish.

  1. Pick the interaction type

    Choose AI & Human Agent, Only AI or Only Human Agent.

  2. Set the handoff rules

    Tick when the AI should pass the chat on.

  3. Answer in the inbox

    Agents take over the conversation with the full history.

Why Qyx

Why support teams need chatbot human handoff

Angry customers reach a person fast.

Sensitive topics stay with people.

Agents spend time only where it counts.

In depth

Good to know before you start

Human agent is the chatbot human handoff in External Chatbot. The AI answers routine questions, and when a conversation needs a person, it passes the chat to your team. The customer sees a message that someone is on the way, and your agent continues in the smart inbox.

Interaction types

In the Configure step you choose who answers a visitor. AI & Human Agent lets the bot answer and hand over when needed. Only AI leaves every conversation to the bot, without a person. Only Human Agent turns the widget into a classic live chat for your team.

Rules for chatbot human handoff

Handoff to Human Agent Instructions list the situations, and you can edit them. The defaults cover issues that are too complex, frustrated or dissatisfied customers, sensitive topics such as legal, financial or medical questions, repeated misunderstandings, moments that need empathy, requests outside the AI’s scope, and customers who simply ask for a human.

The connect message

Connect Message is what the customer sees when the AI transfers the chat, for example „I’m passing you to Jana from our team, she’ll reply in a few minutes“. Be honest about the waiting time, especially outside working hours or on a holiday.

Working as an agent

Agents see the whole conversation, including what the AI said, plus the visitor’s details and visited pages. They can reply, leave an internal note and use canned responses. Analytics shows the average time to a first human reply and replies per agent.

Who needs it most

Shops with returns and complaints, where a calm person saves the relationship. Service companies whose customers describe unusual problems. Clinics, law and finance businesses, where sensitive questions should never get an automatic answer. Small teams benefit too, because the AI filters routine questions and people handle only the rest.

Tips for a chatbot human handoff customers like

Hand over early for a complaint or a refund, and late for simple product questions. Tell agents to read the AI part of the chat first, so the customer never repeats themselves. Review handed-over chats once a week and turn common cases into new training content, so the bot handles them next time.

Questions, answered

It is the chatbot human handoff in Qyx External Chatbot. The AI passes a conversation to your team when it needs a person.

For example when the issue is complex, the customer is frustrated, the topic is sensitive or the customer asks for a human. You can edit the rules.

Yes. Choose Only Human Agent for a classic live chat.

Your connect message, for example who will reply and when.

In the smart inbox, with the full chat history and visitor details.

More External Chatbot features

All of External Chatbot

Let your bot know when to call a person

From $29/month · 7-day money-back guarantee · Cancel anytime

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