Chatbot to human handoff
Escalate from the AI to a live agent in real time, with the full conversation history intact.
Human handoff
When a visitor asks for a person — or the AI decides escalation is best — IotaBot steps aside and connects a live agent in realtime over WebSockets. Context is preserved, so the agent sees the whole conversation and nothing restarts.
When the AI hands off
- The customer asks for a person. The first time, the assistant offers to raise a support ticket so your team gets the details up front. If they ask again, decline the ticket, or are clearly frustrated, it transfers straight away — it never asks a third time.
- An agent takes over. Anyone on your team can step into a conversation from the inbox at any moment.
What the agent sees
The conversation appears in Conversations with its full history — what the customer asked, what the AI answered, and any form they filled. While a person is handling it, the AI stays quiet. When they're done, they can hand it back to the AI or close it.
On every channel
Handoff works the same on your website widget, WhatsApp and Instagram DMs: the customer keeps talking in the same chat, and your agent replies from the same inbox. Email conversations become tickets your team answers directly. See Support tickets and auto-assign for routing work to the right person.