Human handoff

Some conversations need a person. Busymate AI lets a customer ask for a human in the chat and lets a teammate step into the same conversation from the Inbox — no re-explaining, no new channel — then hand it back to the assistant. Handoff is opt-in, so bro only offers a person you have actually staffed.

How a customer asks for a person

Your customer simply says so. When they ask to talk to a person — "can I speak to someone", "get me a human", "I need an agent" — the assistant recognizes the request and raises a handoff, rather than trying to muddle through. The customer stays right where they are; nothing sends them to a separate widget or email.

How your team joins

On your side, the Inbox collects conversations waiting for a person. A teammate opens one, sees the full history the customer and the assistant already built, and takes over — replying in the same conversation. To the customer it is seamless: the same conversation, now with a person answering.

When the teammate is done, the conversation can return to the assistant — the handoff is a moment in the conversation, not a dead end.

Assignment and alerts

Choose manual claim, round robin, or least active in the Console. The automatic modes consider only teammates who are marked available and still have capacity. Every decision records how it was made, how many teammates were eligible, who was chosen, and their measured load — so an unexplained or fake assignment cannot appear successful.

The Inbox in the app is where your team is told first. For an automatically assigned request, the alert goes only to that teammate, and also reaches their linked browser or phone push and personal Telegram. We only mark an alert as reaching someone once an endpoint confirms it; an in-app alert with no linked endpoint stays as accepted.

Email, a workspace Telegram and webhooks are not switched on yet (Rolling out). We do not label them delivered just because they are set up: every attempt is recorded as accepted or suppressed, so a silent gap is visible. Busymate AI adds these routes as your deployment turns them on.

Turning it on

Human handoff is opt-in. It is off until you turn it on for your workspace, because it depends on your team being ready to answer. When you turn it on (in Governance and models), the assistant starts offering a person and your Inbox goes live. Leave it off and the assistant simply never promises a person it cannot deliver.

Honest by design. With handoff off, the assistant will not tell a customer "I'll connect you to someone" — it offers a person only when you have actually staffed one. That keeps the promise real.

Next

• Governance & model policy — enable handoff and set who can answer.
• The assistant experience — where the user asks for a human.