Live Support & Handoff
Conviro combines AI automation with human support. When the AI cannot resolve a query, it seamlessly hands off to a human agent with full conversation context.
How Handoff Works
- Visitor chats with AI -- the chatbot handles the conversation.
- Handoff trigger fires -- the system detects that a human is needed.
- Agent is notified -- a real-time alert appears in the Live Inbox (plus optional email/push notification).
- Agent picks up -- the agent sees the full conversation history, AI summary, and visitor details.
- Agent resolves -- the agent replies directly. They can also use AI-suggested responses.
- Conversation closes -- the agent closes the conversation or hands it back to AI.
Handoff Triggers
Handoff can be triggered in several ways:
- Visitor request -- the visitor types "human", "agent", "talk to someone", or similar phrases
- Frustration detection -- the AI detects negative sentiment or repeated dissatisfaction
- Repeated failure -- the AI fails to answer the same question 2+ times
- Sensitive topics -- refunds, complaints, legal matters, cancellations
- Flow Builder node -- a "Hand Off to Agent" node fires in a flow
- Manual override -- a supervisor can pull a conversation into Live Inbox at any time
Business Hours Configuration
Navigate to Dashboard -> Settings -> Business Hours:
| Scenario | Behavior |
|---|---|
| In hours + Agent available | Visitor is connected to an agent immediately |
| In hours + All agents busy | Visitor enters a queue; position is shown |
| After hours | AI collects the visitor's email, creates a ticket, and sends an "We will get back to you" message |
You can set different hours for each day of the week and configure timezone.
Agent Dashboard (Live Inbox)
The Live Inbox at Dashboard -> Live Inbox gives agents:
- Real-time conversation list with status indicators (waiting, active, resolved)
- Full context panel -- previous messages, AI summary, visitor info, page URL, location
- AI-suggested replies -- click to insert, then edit before sending
- Internal notes -- leave notes for other agents (not visible to the visitor)
- Assign / Transfer -- move a conversation to another agent or team
- Canned responses -- save and reuse frequent replies
Tips
- Set up agent groups (e.g. Sales, Support, Billing) and use Flow Builder to route conversations to the right group.
- Enable email notifications so agents are alerted even when not in the dashboard.
- See active sessions per agent in the Agent Workload card in Analytics, and each agent's AI-assist usage under AI Usage.