Help Center Human Agent Handoff
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Human Agent Handoff

Features Updated Jun 9, 2026

What It Does

When a visitor asks to speak to a human agent (e.g., "I want to talk to a real person"), the chatbot collects their contact information and creates a lead in your dashboard.

How It Works

  1. Visitor says something like "Can I speak to someone?" or "I need human help"
  2. The chatbot presents a lead capture form
  3. Visitor fills in: Name, Email, and optionally describes their issue
  4. A Terms & Conditions checkbox must be accepted
  5. The lead appears on your Leads page
  6. You receive an email notification about the new request

Lead Capture

Each lead captures:

  • Name and email of the visitor
  • Full conversation transcript: so you have context when following up
  • Products that were recommended: so you know what they were looking at
  • Timestamp: when the request was made

Terms & Conditions

You can configure the Terms & Conditions link:

  • Toggle T&C on/off in the handoff settings
  • Set a custom URL to your Terms & Conditions page
  • If no URL is set, a default Relio terms link is used

Custom Response Message

You can set an optional Custom Response Message that appears as an additional chat bubble after the visitor submits the contact form. This is useful for:

  • Emergency contact info: Provide a WhatsApp number or direct phone line for urgent matters
  • Alternative channels: Direct visitors to other support channels (e.g., social media, phone support)
  • Important notices: Inform visitors about response time expectations or special announcements

How It Works

  • If a custom message is set: After the standard AI confirmation, a second chat bubble appears with your custom message
  • If no custom message is set: The standard flow continues as usual
  • The custom message appears in both scenarios: standard lead capture (no Live Chat) and Live Chat handoff

Setting It Up

  1. Go to Chatbot > Features
  2. Scroll to Human Agent Handoff
  3. Find the Custom Response Message textarea below Ticket Management
  4. Enter your message (e.g., "For urgent matters, reach us directly on WhatsApp at +40xxx or call us at 0800-xxx-xxx during business hours.")
  5. Click Save

Leave the field empty to use the default flow without an extra message.

Live Chat

Human Agent Handoff also powers the Live Chat feature. When Live Chat is enabled, visitors who request a human agent are not just captured as leads. Instead, a real-time chat session is created and you can join the conversation directly from the Messenger dashboard.

For full details on how Live Chat works, see: Live Chat (Messenger)

Product Recommendations Count Live Chat (Messenger)