Human Handoff
Configure what happens when the AI cannot answer a query or a customer requests a human agent.
Navigate to WooCommerce → ShopChat → Settings → Human Handoff.
| Setting | Default | Description |
|---|---|---|
| Handoff Email | '' | Email address to receive handoff transcripts |
| Handoff URL | '' | URL to redirect for live chat (e.g., Zendesk, Intercom) |
| Handoff Label | Talk to a human | Text of the handoff button in the chat |
Behaviour When Handoff Is Triggered
- If a Handoff Email is configured, the full conversation transcript is emailed.
- If a Handoff URL is configured, the customer is redirected to it (opens in a new tab).
- Both can be configured simultaneously.