The handoff your customers never notice
When a question needs a person, LiveCart passes the conversation to your team with the transcript, a summary and the order in view.
Summary attached
Picks up mid-chat
Human handoff
Nobody asks the customer twice
Handoff is a step in the workflow, not a dead end. The teammate who picks up sees why the agent stepped back, what was already said and what the customer bought.
What it does
What it does for your team
- 01
Rules you set
Hand off on intent, sentiment, order value, a keyword, or whenever the customer asks for a person.
- 02
Routing
Send handoffs to a team, round-robin across members, or to whoever owns the customer.
- 03
Context attached
Transcript, AI summary, channel and order details travel with the conversation.
- 04
Escalate to a call
Move from chat to a voice or video call with the same teammate in one click.
- 05
Back to the agent
When the person is done, the agent can pick the conversation up again for routine follow-ups.
Setup
How to get started
Add a handoff step
Drop a Hand off to human step into any AI Studio workflow.
Choose the team
Pick which team or member receives it and what the customer is told.
Answer from the inbox
Your team replies from the shared inbox, on web or the LiveCart Connect app.
FAQ
Questions, answered
Still curious? Ask our team
What happens if no one is online?
The agent tells the customer when to expect a reply, keeps the conversation in the Unassigned queue and can offer a scheduled call.
Can customers ask for a person directly?
Yes. Asking for a human is always respected, and you can show a 'Talk to a person' option in the widget.
Does handoff work on WhatsApp?
Yes. Handoff works on every channel; your teammate replies in the inbox and the customer stays in WhatsApp.
Keep exploring
- FeatureShared inboxEvery channel's conversations and calls in one queue.Learn more
- FeatureAI agentAnswers product, order and policy questions from your own data.Learn more
- Use caseCustomer supportClear the same twenty questions in seconds and send the rest to your team, summarised.Learn more
- BlogAI to human handoff: pass the context, not the problemWhen an AI agent should hand off to a person, what context to pass, what to tell the customer, and how to measure and reduce avoidable handoffs.Learn more
Try it on your own store
Paste one snippet. Ask it what your customers ask.