Handoff to a human.

When the bot can’t confidently answer, it offers to connect the visitor with a human. This is the handoff flow.

What triggers a handoff

A handoff fires when:

1. The visitor’s confidence score is below your threshold (the most common path), OR
2. The visitor’s message contains a trigger phrase you’ve configured — e.g. “speak to human”, “cancel my account”. See Trigger phrases.

The bot says:

“I’m not sure I have the right information to answer that. Would you like me to connect you with a human who can help?”

…and the chat shows a small form: Name + Email + Send / Cancel.

What happens after the visitor submits the form

1. The conversation is marked handed_off
2. The full transcript is sent to your handoff email (Settings → Support Chatbot → Handoff Rules)
3. If you’ve configured Slack or Teams notifications, they fire too — see Notifications
4. The visitor sees: “Thanks [name]! Someone from our team will be in touch shortly.”

Configuring the handoff email

Settings → Support Chatbot → Handoff Rules → Handoff notification email. Best practice:

• Use a shared inbox (e.g. support@yourbusiness.com) so multiple team members can see and reply
• Don’t use a personal address that may go to spam or get missed
• The email comes from alerts@tenloai.com — your team can set a forwarding rule if needed

What the handoff email looks like

Subject line includes the visitor’s name (or “Anonymous visitor”). Body contains:

• Visitor’s name and email (if provided)
• The page they were on when the chat started
• The full conversation transcript
• A timestamp

No auto-reply