Action — Requires at least one team with a live agent signed in and available to inherit chats from the AI agent.
Transfers a chat from the AI agent to a live agent, who replies from the Inbox helpdesk dashboard. Once a live agent is handling the chat, it becomes a livechat.
When a person needs a human — a complex request, a complaint, or anything the scripted flow and LLM cannot resolve.
Live agent availability check
When enabled, chats are only transferred to a live agent who is online. If no agent is available, the handoff does not proceed.
Assign chat
Determines where the chat is routed: Assign to all live agents in the teamspace — all live agents see the pending chat and can claim it. Assign to specific live agents or teams — only the specified agents or teams see the chat. Teams must first be created in Teams settings.
Assign by language
Optional. Further concentrates assignments by the AI agent's active language.
See Chat assignment to configure how chats are distributed to agents.
A chat returns to the AI agent when its status is marked Closed. This fires the Chat closed trigger and runs any enabled subsequent actions. The flow then resumes from the original Live agent handoff action, running through the nested When live agent closes chat tree.
Last updated
Message received: "I want to speak to someone"
└─ Live agent handoff
• Availability check: on
• Assign to: specific teams → Complaints