Tag: chat handoff

Chat handoff is the moment an automated assistant passes a conversation to a human agent. Done well, the customer does not repeat anything, because the person sees the full history and context. Done badly, customers get stuck in loops or wait without knowing someone is coming. Clear rules decide when handoff happens: complex questions, complaints, sales opportunities or when the AI is not sure. In Talkmio, built by Internet Solutions, Mio tells the visitor it is connecting them with a person, and the chat appears in the shared inbox with the full history. Your team can reply from the web inbox or by e-mail, with AI-suggested replies and instant translation. This keeps automated answers fast while making sure difficult questions still get human attention.