Human handoff: when Replai passes a conversation to your team
Replai hands a conversation to your team when the customer asks for a person, when nothing in your knowledge or rules supports an answer, or when the customer is clearly frustrated. The conversation then waits in your inbox with its full history and a summary, and the AI stays quiet until you hand it back.
Replai · AIthentic LLC Last updated
Choose who answers first
Each Agent runs in one of two modes. In the default mode it answers customers directly and hands off when needed. In draft mode people answer first: the Agent writes a draft in the inbox, and a teammate approves, edits or rejects it before anything reaches the customer.
| 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 |
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 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 Needs attention view, the longest-waiting first, with the whole conversation and a summary. 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 Needs attention and pick the conversation that has waited longest.
- Read the summary and the history; 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.