Chatbots & enquiries
When a chatbot should hand over to a human
A chatbot should hand over to a person when a buyer is frustrated, asks something complex, is ready to book or simply asks for a human. A quick, friendly handover protects trust.
Handover triggers
- The buyer is upset or uses strong language
- The question is specific to their site or design
- The buyer is ready to book or asks about a quotation
- The buyer types “human”, “agent” or similar
Make the handover smooth
Tell the buyer a person will reply, share realistic timing and pass the conversation history so they do not repeat themselves.
Who takes over
Decide in advance who covers which hours, and set a backup for busy days.
Review handovers
Each week, read handover conversations to find questions the flow could answer better.
Questions about this topic
What if no one is available at night?
Say when a person will reply and collect the best time to contact them.
Will buyers mind a chatbot?
Most accept a helpful flow, especially when a human is clearly available.