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Route handoffs to live support

Live support routing decides when a conversation moves from an AI agent to a human, and who picks it up. Use it when you want to control your team’s support hours and how quickly Neura escalates a chat after the AI cannot resolve it. A handoff happens when the conversation is passed from the AI to a human agent.

Before you begin

  • You are signed in as a workspace admin.
  • You have human agents set up (see Set up human agents).

Steps

  1. Open Settings, then go to Live support routing.
  2. Review the Team section and Handoff behavior section to confirm your team hours and current handoff settings. Step 2 — Review your team hours and handoff behaviour.
  3. Enter the number of failed AI attempts to allow in Hand off to a human after, then click Save behavior to save the handoff rule. Step 3 — Set how many times the AI should try before handing off, then click Save behaviour.

You’ll know it worked when

Your handoff rule is saved, and conversations escalate to a human once the AI reaches the number of attempts you set, within your team’s support hours.

See also