When an AI Chatbot can’t handle a request, guessing is usually the worst option. Vague or irrelevant answers can quickly hurt trust.
That’s why it helps to set clear handoff rules in advance. In the AI Chatbot widget, this can be done with the Contact Human skill on the Skills tab. Here are the trigger options available now:
Visitor Asks to Talk to a Human
A direct request for a real person, human support, or another way to contact your team.
Agent Can’t Provide an Answer
The Agent can’t find a reliable answer and offers human contact instead of guessing.
Visitor Says Certain Words
Specific words or phrases can act as signals, such as support related terms, complaints, urgent requests, sensitive topics, or key product names.
Visitor Dislikes Answer
A dislike on the Agent’s reply can be treated as a sign that the answer didn’t help and a human contact option may be useful.
Visitor Inactive For a Set Time
After a set period of silence, the Agent can gently offer a way to continue the conversation with your team.
Other Situations
A custom case that doesn’t fit the presets. For example: “If the visitor seems frustrated or asks about refunds.
The key point is that Contact Human isn’t just a “talk to support” button.
It helps you offer human contact naturally when the conversation needs it: after a failed answer, a keyword, or any moment where a real person would be more helpful.
[!question]
How do you decide when your chatbot should stop answering and offer human help?