Trigger phrases (power user).

Trigger phrases force a handoff regardless of confidence. Use them for situations where you always want a human, even if the bot has a confident answer.

Adding triggers

Settings → Support Chatbot → Handoff Rules → Trigger phrases. Pill-tag input — type a phrase, press Enter, repeat.

Common triggers:

Phrase	Why
`speak to human`	Direct request for handoff
`talk to someone`	Variations of the above
`agent`	Common in support contexts
`cancel my account`	High-stakes — never let AI handle
`refund`	Same
`legal`	Compliance
`billing dispute`	Financial — needs a person
`complaint`	Goodwill recovery — humans only

How matching works

Substring match — the visitor’s message just has to contain the phrase
Case-insensitive — Cancel matches cancel
Lowercased on save so what you type and what gets matched are stable

A visitor saying “hi, I’d like to cancel my account please” triggers the cancel my account phrase and gets handoff immediately, even if your KB has detailed cancellation FAQs.

When to use triggers vs. KB

Use trigger phrases for “no AI ever” — anything legal, billing dispute, account closure
Use KB content for everything else — even if the visitor says “how do I cancel” in a non-aggressive way, a calm KB answer about your cancellation process is fine and converts a lot of would-be cancels into stay-with-us moments

Empty triggers list

Note

If you leave the trigger list empty (default), handoff only fires on low-confidence answers. That’s fine — the bot will offer handoff naturally when stumped.