Reaching a Human / Talk to a Person

Sometimes you just want a real person. Conviro's assistant is built to hand a conversation to your human team when a visitor asks for one. Here is how a visitor reaches a human — and, for admins, how to make sure the bot actually connects them.

For visitors: two ways to reach a person

1. Use the "Talk to a person" link.

Once the assistant has replied a few times, a small "Talk to a person" link appears under the chat. Click it to request a live agent. (This link only shows when the business keeps AI presence turned on.)

2. Just ask.

Type a request in your own words — for example "talk to a human", "connect me to an agent", "customer service", "speak to a manager", or "is there a real person?". The assistant recognizes these and starts the handoff.

What happens next

A human is online and it is within business hours → you are connected in the same chat window. The agent sees your full conversation, so you never have to repeat yourself.
It is after hours, or no agent is free → the assistant takes your contact details and opens a support ticket, then tells you the team will get back to you. Your message is not lost — it lands in the team's inbox.

For admins: why the bot might not connect a visitor to a human

If visitors say the bot "won't connect them to a person", check these — all under Dashboard -> Assistants -> [your bot] -> Setup:

Live Agent Handoff is off. In the Behavior tab, Intent Actions section, turn on "Live Agent Handoff". With it off, neither the link nor a typed request hands off.
"Reveal AI assistant" is off. Also in Intent Actions. When it is off, the "Talk to a person" link is hidden (that link implies the responder is not a person). Visitors can still type a request to reach a human; only the link is hidden.
You are outside business hours. In the Business Hours tab: when no agent is available, the assistant is designed to collect contact details and create a ticket instead of live-connecting. That is expected, not a bug.
No deterministic handoff path. To guarantee handoff for specific words or topics, open the Flows tab and add a "Hand Off to Agent" node after a Keyword Match or Intent Detection trigger.

Agents pick up handed-off chats in Dashboard -> Live Inbox.

> Tip: Turn on "Auto-handoff on low confidence" (under Live Agent Handoff) so the assistant escalates to a human on its own when it is genuinely unsure — rather than guessing.