Learn how to set up smooth handoffs between AI and human support agents.
AI handles the routine; humans handle the rest. Handover is how a conversation moves from one to the other without the customer feeling the seam. In Ghala, handover is built into the inbox, so there is nothing to install: you configure when it happens and train your team on how to hand back.
The pause is per-conversation. Every other chat keeps getting instant AI answers while you handle the one that needs a human.
Some conversations should always reach a person. Common escalation topics:
| Topic | Why a human |
|---|---|
| Refunds and returns | Requires judgement and goodwill decisions |
| Complaints | An upset customer wants to be heard, not answered |
| Wholesale or custom orders | Negotiated pricing doesn't belong to the AI |
| Payment disputes | Needs order history and sometimes a phone call |
| Anything legal or sensitive | Not the AI's job |
Configure these in Settings → AI Configuration under your escalation rules: list the topics that should always be routed to a human, and the AI will step aside instead of improvising.
The AI also escalates when the customer explicitly asks for a person. Never make customers fight the bot to reach you.
When a conversation is waiting on a human, it stays visible in the inbox until someone replies. Treat that queue like a phone that's ringing.
Type BOT in the conversation when you're finished. The AI resumes with full context; it can see the messages you exchanged, so it won't repeat questions the customer already answered.
Hand back promptly. A conversation left in "human mode" overnight means the customer messaging at 11 PM gets silence instead of the instant answer they'd normally get.
