Chat Agents
Configure human handoff, alerts and message limits
Escalate the right conversations, notify the right team and protect the account from uncontrolled usage.
Before you start
- Choose a monitored support email or approved webhook.
- Define urgent topics and handoff keywords.
- Agree on a realistic human response expectation.
Step by step
1
Choose handoff conditions
Use automatic or keyword-based handoff for sensitive, urgent or explicitly requested human assistance.
2
Write the handoff message
Explain what will happen next and avoid promising an instant response unless the team can provide one.
3
Configure notifications
Add approved email recipients or webhook destinations and send a test notification.
4
Enable unknown-answer alerts
Notify the team when repeatable knowledge gaps need review. Do not alert on every harmless variation.
5
Set message limits
Choose a reasonable period limit and write a helpful wait or contact message for visitors who reach it.
Verify the result
- A test handoff saves the conversation context.
- The notification reaches the monitored destination.
- The visitor sees the correct handoff or limit message.
Common issues
- Too many alerts: Narrow keywords and separate knowledge-improvement alerts from urgent handoff.
- No alert arrives: Test the destination, spam handling and webhook response.
- Handoff loops: Make the handoff state final and remove prompts that immediately restart automation.
Important: A handoff notification is not a guarantee that a person has accepted or answered the conversation.
Next: Review conversations and leads
Continue with the next recommended FADA guide.