An agent built with Agent Forja answers from your own pages, products and documents. Some conversations still need a person. Handoff passes those to your team without leaving the visitor stuck, and it’s included on every plan, Free too.
What happens
- A visitor asks to talk to a person, or the agent decides it can’t help.
- The visitor is told your team has been told. The agent leaves that request to you but keeps answering their other questions in the meantime.
- Your team email gets the conversation so far, with a reference number so your reply finds its way back.
- You reply to that email from your normal inbox, or from the Conversations dashboard. Either way, your reply appears in the visitor’s chat within seconds.
- When you’re done, write
#doneon its own line in an email reply, and the agent takes the conversation back.
Setting it up
Give the builder the email your team reads, or type it into the Team email field in the agent’s settings. If no team email is set, handoffs still appear in the Conversations dashboard, flagged as needing a person — nobody is emailed.
What the visitor sees
Visitors aren’t asked for an email address, so your answer reaches them in the chat, not in their inbox. If they’ve closed the page, they’ll find it when they come back to the chat on the same device.
What it isn’t
- It isn’t phone or live voice support — handoff is by email and the dashboard.
- It doesn’t plug into a helpdesk; the email goes to the address you choose.