The bot does not have to answer everything. When it runs into a question it cannot solve itself, the conversation passes to a human — an operator. The client is not left abandoned, and you see all such conversations in one place.
How the handoff happens
There are two ways to pass a conversation to an operator. The first — a Handoff node at the right spot in the scenario: after a question the bot does not know the answer to, for example. The second — automatically, by rules set in advance:
- several wrong answers in a row (the phone check failed three times, for example);
- several turns without an answer from AI (AI found no answer twice in a row, for example);
- a keyword in the message — the client is directly asking for a human.
There is also a standing “/operator” command: the client can call a human from anywhere in the conversation. After the handoff the bot falls silent, and the conversation lands in the operator’s queue.
The operator desk
The “Inbox” section is the operator’s workplace. It gathers conversations waiting for a human or already taken, with filtering by bot and state, and search. The channel does not matter: Telegram, the website chat page and the widget all arrive here the same way, and each conversation carries a channel tag.
For every conversation you can see:
- the whole exchange from the very beginning;
- the client card: the name, and for a website visitor the email and phone from the form;
- for a website visitor — which pages they came from and which device they use;
- the conversation variables (what the client has already told you);
- a short summary of why the conversation was handed over.
Take over, return to the bot, close
Take over — the operator replies to the client, and the answer comes from the bot’s name to the channel the client last wrote from. Return to the bot — the conversation continues automatically from the same place, with all collected data kept. Close — the scenario’s end flow runs, a farewell message can be sent, and the conversation closes.
Notifications
In the app, the operator learns about a new handoff at once: the “Inbox” item gets a counter of unread conversations, a sound plays and a browser notification pops up. The list shows how long each conversation has been waiting — the longest-waiting ones are always in view.
Telegram notification
You do not have to sit in the app: every handoff of a conversation to a human sends a message to the service Telegram chats listed in the bot’s settings. It carries the bot name, the conversation number, the client and a short summary of why the conversation was handed over, and ends with a link that opens that conversation in the Inbox right away. The message is sent once, at the moment of the handoff: while the conversation is already waiting for the operator there are no repeat messages, and a failed send does not interfere with the conversation itself. If the application’s address is not set, the message still arrives — just without the link.
Quick replies
Frequent replies can be prepared in advance — short commands like “/hello” that expand into ready text. The operator types the command, the text is inserted into the reply field, and it can be adjusted before sending. Nothing is sent by itself: the last word is always the operator’s.
The channels conversations come from are described in the Website Chat Room and Website Widget sections. Numbers on the operators’ work are in the Analytics & Logs section.