Live Agent Handoff
Go to WooCommerce → ShopChat → Settings → Live Agent Handoff.
| Setting | Default | Description |
|---|---|---|
| Support Email | Site admin email | Where handoff transcripts and return requests submitted in the chat are emailed. Empty = site admin email |
| Support URL | Empty | Your live chat or help desk page, such as Zendesk, Intercom or Crisp |
| Support Button Label | Contact Support | Text on the support button in the chat |
When a Customer Asks for a Human
When Multi-Agent Routing is on and a customer asks to speak to a person (for example "talk to a human" or "real person"):
- The conversation transcript is emailed to the Support Email.
- The customer is told their request has been passed on.
- If a Support URL is set, a button with your Support Button Label opens it in a new tab.
Handoffs are recorded on the Chat Logs and ROI Dashboard tabs.