Hand over to a person

Your users can always reach a person from FlowNavi’s AI support agent. Talk to a person is always at the bottom of its panel, and the agent also offers it when it couldn’t find an answer, when a user says an answer didn’t help, and when a user asks for a person.

To choose where this takes them, go to AI Support Agent → Setup and find Human escalation.

Hand over to your chat tool

Choose Live chat if your team already answers users in Crisp, HubSpot, Intercom, LiveChat, tawk.to or Zendesk messaging.

When a user clicks Talk to a person, your chat tool opens, so they can message your team there. The user’s conversation with the agent doesn’t transfer to your chat tool.

Your chat tool needs to be installed in your app, on the same pages as the agent. Otherwise there’s nothing to open.

By default, your chat tool’s own button is hidden on pages where the agent shows, so users start with the agent and see one help button instead of two. On other pages, its button shows as usual. To keep both buttons, turn off Hide the chat tool’s button and open it only to hand over.

Hand over by email

Choose Email if you don’t use one of these chat tools. Someone with access to the inbox needs to click the confirmation link FlowNavi sends to it before you can publish.

When a user clicks Talk to a person, they send your team a message through a form in the agent’s panel. Your team gets it by email, with the user’s full conversation with the agent. To answer, reply to the email.

To save users from typing their email address, have your app set it as a variable (see Using custom data), then choose that variable under Prefill the user’s email from.

Test your handover

Under AI Support Agent → Preview, Talk to a person doesn’t open your chat tool or send an email. To test your handover, publish the agent and click Talk to a person in your app.