Live Agent Handoff

Live agent handoff allows customers to connect with a human when the AI can't fully help. Conversations can be escalated to Slack, with more integrations coming soon.

Navigate to your workspace, then select Chat → Live Agent.

Enabling Live Agent

Toggle Enable Live Agent to activate handoff features.

When enabled, customers can:

• Request a human agent manually
• Be automatically escalated by the AI when appropriate

Provider Selection

Choose your handoff provider:

Slack Integration

Connecting Slack

1. Select Slack as your provider
2. Click Connect Slack
3. Authorize Intufind in the Slack popup
4. Select your Slack workspace

Selecting a Channel

After connecting:

1. Choose a channel from the dropdown
2. Public or private channels are supported
3. The Intufind bot must be invited to private channels

Bot Setup

Invite the Intufind bot to your channel:

1. In Slack, go to your selected channel
2. Type /invite @Intufind
3. The bot can now post customer conversations

Disconnecting Slack

To disconnect:

1. Click Disconnect Slack
2. Confirm the action
3. Live agent handoff will be disabled

Handoff Settings

Manual Handoff

When customers click, they're connected to your support channel.

Auto Handoff

Escalation Prompt

Define when the AI should suggest human help:

Suggest human handoff when:
- Customer explicitly asks for a human
- Question involves order issues or refunds
- Customer seems frustrated or confused
- AI has answered the same question 3+ times

The AI uses this guidance to determine when to offer escalation.

Inactivity Timeout

After the timeout, the live session ends and returns to AI mode.

Contact Form

The contact form collects customer info when:

• Outside business hours
• No agents respond
• All agents are busy

Availability Schedule

Configure when live agents are available:

Business Hours

Enter your availability in a readable format:

Monday - Friday: 9am - 5pm EST
Saturday: 10am - 2pm EST
Sunday: Closed

This text is shown to customers when they request handoff outside hours.

Outside Hours Behavior

When customers request handoff outside business hours:

1. Show availability schedule
2. Offer contact form (if enabled)
3. Suggest checking back later
4. AI continues to help with general questions

How Handoff Works

Customer Experience

1. Customer chats with AI
2. AI suggests handoff (or customer requests)
3. "Connecting you with a human..." message appears
4. Agent joins in Slack
5. Conversation continues in real-time

Agent Experience

1. Notification appears in Slack channel
2. Thread shows conversation history
3. Agent replies in the thread
4. Messages appear in customer's chat widget
5. Agent can end the session when resolved

Session Management

Best Practices

Response Time

• Set up Slack notifications for the channel
• Aim to respond within 2-3 minutes
• Use canned responses for common questions

Handoff Triggers

Configure escalation for:

• Complex product questions
• Order issues (with MCP integration)
• Complaints or frustrated customers
• Sales inquiries for enterprise deals

Team Training

• Review AI conversation history before responding
• Maintain consistent tone with the AI
• End sessions clearly ("Is there anything else I can help with?")

Troubleshooting

Bot not posting to Slack

1. Verify the bot is invited to the channel
2. Check channel permissions
3. Reconnect Slack if needed

Messages not appearing in widget

1. Check your internet connection
2. Verify live agent is enabled
3. Ensure timeout hasn't expired

Customers not seeing handoff option

1. Verify manual handoff is enabled
2. Check if widget is configured correctly
3. Test in incognito mode

Next Steps

• View Chat Analytics — Monitor handoff performance
• Configure AI Behavior — Improve AI to reduce handoffs
• Manage Prompts — Guide customers effectively