Let AI handle volume. Take over when it matters.

Overview

Human handoff keeps Echo useful without pretending AI should handle everything. The customer hub shows live conversations from every connected channel. When a visitor needs a person, you can jump on, pause automated replies, and respond directly. Echo sends localized status messages so the visitor understands what is happening. When the issue is resolved, hand back to Echo and it continues with the full context of what your team said. This is especially important for bookings, payments, refunds, custom quotes, and sensitive support.

What you get

• Jump on - Pause Echo and start replying as a human without losing context.
• Unified inbox - Web chat, Echo pages, WhatsApp, Messenger, Instagram, and Telegram in one place.
• Handoff notifications - Visitors see clear, localized messages when a human joins or leaves.
• Full history - Every AI and human message stays attached to the same thread.

How it works

• 1. Echo detects escalation - Low confidence, high value, or explicit requests can trigger handoff.
• 2. Your team jumps in - Reply from the customer hub with the whole conversation visible.
• 3. Hand back to Echo - The AI resumes with the latest context and a clean visitor experience.

Who it is for

• Complex support - Let Echo solve common questions and route edge cases to your team.
• High-value sales - Jump in when a lead is ready to buy, negotiate, or book.

Frequently asked questions