Conversations & Routing
Human Handover
The AI knows when to step back. AeroChat hands conversations to your team the moment a customer needs a person — routing each one to the right agent automatically, and letting your team pass chats between each other without the customer ever repeating themselves.
Available on: Web · WhatsApp · Instagram · Messenger · Telegram · Email
Key Capabilities
- Smart handover triggers — the AI hands off when a customer asks for a human, or when its own confidence is low, so people reach an agent exactly when they need one.
- Automatic agent assignment — handed-over chats are routed and allotted to an available agent automatically, instead of piling up in a shared queue.
- Seamless agent transfer — an agent can pass a live chat to a teammate in one click, choosing from who's online right now.
- Full context carries over — whoever picks up the chat sees the entire conversation, so the customer never has to repeat themselves.
- Agents jump in anytime — your team can join any AI-handled conversation and take over the moment they want to.
- Graceful when no one's free — automatic after-hours replies and a manual Away Mode for holidays keep customers informed when a live handover isn't possible.
Overview
Automation should handle the routine — but some moments need a human, and a bot that traps customers in an endless loop does more damage than no bot at all. The hard part isn't just knowing when to bring in a person; it's getting that conversation to the right person, with full context, fast — and handling it gracefully when nobody's available.
Human Handover manages the entire handoff. When a customer asks to speak to someone, or the AI isn't confident it can help, AeroChat smoothly connects them to your team — and tells the customer what's happening so they're never left wondering. The conversation is automatically assigned to an available agent, who sees the full history and picks up right where the AI left off. If that agent needs a colleague — someone in billing, or a teammate who's actually online — they can transfer the chat in one click, and the context goes with it. And when a handover can't happen live, the AI doesn't leave customers hanging: an after-hours message sets expectations outside business hours, and a manual Away Mode covers holidays and longer absences. The result is automation that knows its limits, and a team that's never handed a cold conversation.
How It Works
The AI recognizes the moment
A customer asks for a human, or the AI's confidence drops — and it offers to connect them rather than guessing.
The chat is assigned & picked up
AeroChat routes the conversation to an available agent, who joins with the full history already in view.
Transfer if needed
If someone else is better placed to help, the agent passes the chat to an online teammate in one click — context included.
See It In Action
From AI to the right human — automatically
Why this wins: The moment a customer asks for a person, AeroChat connects them, automatically allots the ticket to an available agent, and the right teammate joins with the full conversation already in view — no queue, no cold handoff, no repeating themselves.
Transferring the chat to the right specialist
Why this wins: Agent can easily transfer any chat to the relevant specialist in one click — and because the full history goes with it, the customer never has to explain their problem twice.
Setting It Up
- Handover triggers work out of the box — the AI connects customers to your team when they ask, or when its confidence is low.
- In
Conversations, agents see who each chat is assigned to and can Join Chat or Transfer to an online teammate. - Set your business hours and after-hours message so customers know when to expect a reply.
- For holidays or extended absences, switch on
Away Modeand set a custom away message.
FAQ
When does the AI hand over to a human?
When a customer explicitly asks for a person, or when the AI isn't confident it can answer correctly. It connects them and lets them know help is on the way.
Does the agent see what was already said?
Yes. The full conversation history carries over, so customers never have to repeat themselves — whether the chat is picked up or transferred.
Can agents transfer a chat to someone specific?
Yes. An agent can transfer a live conversation to any teammate, with online and offline status shown so they can pick someone available.
What happens if a customer asks for a human outside business hours?
Your after-hours message lets them know when your team is available and invites them to leave a message. For holidays or longer breaks, Away Mode shows a custom message instead.
Can an agent jump into an AI conversation?
Yes. Your team can join any AI-handled chat and take over whenever they choose.