Takeover, both ways
A teammate steps in, or the visitor asks for a person. Either way the assistant stops talking immediately.
Home / Features / Live handoff
🎧The assistant knows when to stop and fetch a person.
A handoff is only useful if nobody has to repeat themselves.
Some questions are judgement calls, not policy. AidEcho recognises those, picks the right teammate, and passes over the entire conversation so the person arrives already knowing what was asked. When it is resolved, the assistant can take the thread back.
Live chat handoff is the moment an AI assistant stops answering and passes a conversation to a person. AidEcho decides when that should happen, chooses the right teammate, transfers the full history so nothing is repeated, and can hand the thread back to the assistant once the human part is done.
01 / What it does
What a handoff has to get right.
Most tools treat handoff as a button. The difficulty is everything around it: who takes it, what they see, what the visitor experiences, and what happens when nobody is free.
Full context
The person arrives with the whole conversation, not a one-line summary and a name.
The right person
Routed by skill, language, workload or department rather than to whoever is nearest.
When nobody is free
Queue it, take an email, or hand back to the assistant. You choose per website.
02 / In practice
The moment it stops, and who picks it up.
Is the wool coat warm enough for a British winter?
It is a 70% wool melton at 620gsm, described as suitable down to around freezing. Unlined, so people often size up to layer.
Source: /products/wool-coatCan you hold a 14 for me until Friday payday?
That is a judgement call rather than a policy, so I am bringing in someone from the team. Here is the whole conversation, so you will not have to repeat yourself.
Handed to a teammate
PS
Hi, this is Priya. Happy to hold a 14 until Friday, I have put your name on it.
03 / How it works
Built around the person taking over.
The visitor experience matters, but the thing that decides whether handoff works is what your teammate sees when they open it.
- The whole thread, not a summary Every question, every answer, and the source each answer used.
- An AI recap when it is long A short summary at the top of a long conversation, so nobody reads twenty turns to find the point.
- Internal notes and whispers Leave context for the next person, or ask a colleague privately without the visitor seeing.
- Hand it back Once the human part is resolved, the assistant can take the thread again for follow-up questions.
04 / Straight about the limits
What it will not do.
Handoff is a routing and context problem, not a magic one. Worth knowing where the edges are.
- Needs Someone available, or a policy for when nobody is. Both are configured per website.
- Cannot Force a reply. If your team is offline it captures an email and queues the conversation rather than pretending.
- Will not Keep answering once a person has taken over. The assistant goes quiet until the thread is handed back.
Is anyone actually there?
Nobody is online right now. Our hours are 9am to 6pm weekdays. If you leave an email I will pass this over with everything you have asked, and someone will pick it up first thing.
Source: /contact05 / Nearby
Works with the rest of it.
Handoff decides when a person is needed. These decide who, and what they see.
06 / Questions
Answers, before you ask.
How does it decide when to hand off?
Three ways. The visitor asks for a person, a teammate takes over from the dashboard, or the assistant cannot answer from your pages and offers a person rather than guessing. You can also set it to escalate on specific topics.
What does the teammate see?
The entire conversation, including which page each answer came from, plus an AI recap on longer threads. They can also leave internal notes that the visitor never sees.
What happens if nobody is available?
You choose per website: hold it in a queue, capture an email and follow up, or hand back to the assistant with an honest message about your hours.
Can the assistant take the conversation back?
Yes. Once the human part is resolved the thread can be returned to the assistant, so follow-up questions are answered instantly again.
Let it fetch a person at the right moment.
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