What Happens When a Customer Asks for a Human?

The conversation moves to your own team, live. When a visitor wants a person instead of the assistant, EquilAI places the conversation in your team's live chat queue, and one of your agents picks it up and continues right where the bot left off, with the full conversation in front of them.

How Does the Handoff Work?

The visitor asks for a human, or the assistant recognises it is time for one. The conversation appears in the live chat view of your dashboard, any available team member accepts it, and the visitor keeps chatting in the same window without being bounced to email or a ticket form. When the agent finishes, the assistant takes over again.

What If Nobody Is Available?

You stay in control of the edges:

• Business hours. Handoff is only offered when your team is actually working, on the schedule and timezone you set.
• Maximum wait. You decide how long a visitor can wait in the queue, from 1 to 60 minutes. If nobody picks up in time, the visitor is politely informed and the assistant steps back in, so nobody is left staring at a spinner.

Why Does This Matter?

An AI assistant that answers most questions instantly is valuable. One that also knows when to step aside, and hands over smoothly instead of trapping people in a loop, is what makes customers trust the whole channel. The AI handles the volume; your team handles the moments that need a person.

How Do You Get It?

Human handoff runs when it is enabled for your bot. If you want it switched on for your team, tell us and we will set it up as part of tuning your assistant.