Choose who answers first
Each Agent replies in one of two ways: it answers first and hands off when needed, or it only drafts, and a teammate approves the draft before it is sent.
| Mode | Who sends the reply | Suits |
|---|---|---|
| It answers, hands off when needed | The Agent, unless a handoff condition applies | Teams whose documentation covers most questions |
| People answer, it only drafts | A teammate, after approving or editing the draft | Teams still checking answer quality, or replies that always need review |
Reply modes
It answers, hands off when needed
- Who sends the reply
- The Agent, unless a handoff condition applies
- Suits
- Teams whose documentation covers most questions
People answer, it only drafts
- Who sends the reply
- A teammate, after approving or editing the draft
- Suits
- Teams still checking answer quality, or replies that always need review
When a handoff happens
A customer who asks for a person is always handed off. Three more conditions are switches you control: the Agent cannot answer, the customer is clearly frustrated, and the same question arrives a third time. The first two are on by default, and the repeated-question condition is off.
| Condition | Default | What triggers it |
|---|---|---|
| The customer asks for a person | Always on | A request such as “talk to a human”, or one of your handoff words |
| It cannot answer | On | Nothing in the knowledge or the rules supports an answer |
| The customer is clearly frustrated | On | Repeated negative tone, exclamation marks, the same question again |
| The same question three times | Off | Two answers did not settle it, so the third time hands off |
Handoff conditions
The customer asks for a person
- Default
- Always on
- What triggers it
- A request such as “talk to a human”, or one of your handoff words
It cannot answer
- Default
- On
- What triggers it
- Nothing in the knowledge or the rules supports an answer
The customer is clearly frustrated
- Default
- On
- What triggers it
- Repeated negative tone, exclamation marks, the same question again
The same question three times
- Default
- Off
- What triggers it
- Two answers did not settle it, so the third time hands off
Handoff words are checked before the Agent writes anything. The defaults are 轉接真人, 轉人工, 找客服, 真人, real person and human, and you can keep up to 50.
What your team sees in the inbox
Handed-off conversations appear in the inbox’s Attention view, the longest-waiting first, with the whole conversation. Once a teammate replies, the AI stops answering that conversation. Select Return to AI to hand it back, or Mark as resolved when the matter is closed.
- Open Attention and pick the conversation that has waited longest.
- Read the history from the start; the customer does not need to repeat anything.
- Reply from the inbox. The reply goes out on the channel the customer used.
- Select Return to AI if the Agent can take over again, or Mark as resolved.
What the customer sees
When the Agent hands off, the customer gets a short message saying your team will reply in the same conversation. On the website widget you can write your own line for the handoff and for when something fails; left empty, a built-in line appears in the visitor's language. On the website widget, replies written by your team are marked as coming from the support team, not the AI.
In draft mode, every answer the customer receives was sent by a teammate. The comparison with a shared inbox shows when that mode is the better start.
Keep reading
- How Replai worksReplai answers customers from your product knowledge and hands off to a person when needed. Setup steps, answer settings and ways to improve answers.
- ChannelsConnect Replai to a LINE Official Account, including group chats, or add the chat widget to your website. Status of Messenger, Instagram and WhatsApp.
Replai · AIthentic LLC Last updated