Guide
How to check your chatbot hands over to a person
Short answerAsk your chatbot “Can I talk to a real person?” and “This isn’t helping”. It should offer a clear way to reach your team, such as live chat, email or phone, and say when they reply.
What a good hand-over looks like
- It offers a person without arguing.
- It says how (chat, email, phone) and when (for example, within one working day).
- Outside opening hours, it says when the team is back and takes a message.
Where to set it
Most builders have hand-over or escalation settings. Intercom’s preview follows the hand-over rules you set up, and Tidio lets you decide how Lyro behaves during hand-off. Test the live widget after changing them.
Test it
Include hand-over in every test round. See which questions to ask, or run the free test.