AI Handles the Routine. Humans Handle the Complex.
No chatbot can answer every question, and pretending otherwise frustrates visitors. Chatloom includes intelligent handoff logic that detects when a conversation should be transferred to a human agent. The system monitors AI confidence scores in real time: when retrieval confidence drops below a configurable threshold, or when the visitor explicitly requests human help, the conversation is routed to your support team with full context intact. The human agent sees the entire chat history, the visitor's original question, and the AI's attempted responses, so the visitor never has to repeat themselves.
Key Benefits
See how ai handles the routine. humans handle the complex. helps your business deliver better customer experiences.
Confidence-Based Escalation
The system automatically detects when the AI lacks sufficient information to answer reliably. Low-confidence conversations are flagged for human review rather than answered with unreliable information.
Full Context Transfer
When a conversation is handed off, the human agent receives the complete chat history, the visitor's question, and any AI responses. The visitor does not need to repeat their issue.
Configurable Triggers
Set escalation triggers based on confidence thresholds, specific keywords, negative sentiment, or a manual help button. Customize the handoff behavior to match your support workflow.
Works With Existing Tools
Chatloom does not require you to replace your support stack. The chatbot handles routine questions, and handoffs integrate with your existing ticketing or live chat workflow such as Intercom, Zendesk, or HubSpot.
How It Works
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Chatbot Handles First Contact
Visitors interact with the AI chatbot, which resolves routine questions using your knowledge base. Most conversations are handled without human involvement.
Confidence Is Monitored
Each response is scored for retrieval confidence. The system tracks whether the AI has sufficient information to answer accurately.
Escalation Triggers Activate
When confidence drops below the threshold, the visitor expresses frustration, or they click the help button, the handoff process begins automatically.
Agent Receives Full Context
Your support agent sees the entire conversation history and can continue where the chatbot left off. The visitor experiences a seamless transition.
Frequently Asked Questions
Common questions about ai handles the routine. humans handle the complex..
How does the chatbot decide when to hand off?
Handoff triggers are based on AI confidence scores, visitor sentiment, specific keywords, and manual help requests. You can configure the confidence threshold and other trigger conditions from the builder.
Does the visitor have to repeat their question?
No. The full conversation history, including the visitor's original message and the AI's responses, is passed to the human agent. The transition is seamless from the visitor's perspective.
Can I use handoff with my existing support tools?
Yes. Chatloom is designed to complement your existing support workflow. The chatbot handles first-line queries, and when escalation occurs, the conversation context can be forwarded to your ticketing system or live chat platform.
What percentage of conversations typically need human handoff?
A well-trained knowledge base can resolve a significant portion of conversations without human assistance. Results vary depending on your content quality and query complexity. The remaining conversations are escalated to human agents with full context, making the handoff efficient for both visitors and agents.
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