AI to human handoff
Your AI knows when to hand the conversation to a person
Transfer rules decide the moment, the message and who receives the chat. Your teammate picks up with a summary of the conversation, and can let the AI respond again when the human moment has passed.
- No credit card. Cancel anytime.
Where handoffs usually break
The bot keeps answering a customer who asked for a person.
Handed-off chats land with nobody, or with the wrong person.
Whoever picks up has to scroll through the whole chat to understand it.
- The bot keeps answering a customer who asked for a person. Explicit human request is checked before anything else, on every message.
- Handed-off chats land with nobody, or with the wrong person. Each rule sends its conversations to a specific team or teammate, or lets the AI decide.
- Whoever picks up has to scroll through the whole chat to understand it. The AI leaves a handoff summary in the thread, so your teammate starts with the context.
Seven rules ready from day one
Ciarem ships with rules for the moments that most often need a person. Reword them, change their priority, switch them off or delete them, and add your own with Create new rule.
- Explicit human request and Upset customer.
- Low confidence and Repeated failure.
- Sensitive or critical topic and Complex negotiation.
- Out of scope, for topics no active agent covers.
Plain-language rules, judged in context
Rules aren't keyword matches. The agent drafts its reply first, then each enabled rule is read as a yes-or-no question about the last few messages, that draft, whether it came from your knowledge base, and the contact's funnel stage and properties. Rules are checked from High to Low priority, and the first one that applies fires. A rule about the AI's ability to help doesn't fire when it just answered from your knowledge base.
The right person, at the right hours
Each rule can carry more than a condition. Use them to match how your team really works.
- A transfer message written by the AI in context, or your own fixed text.
- A destination: let the AI decide, or route to a specific team or teammate.
- Or nobody: Close the conversation with a closing message, for messages no person needs to see.
- A schedule of days and hours, with a message for customers who write outside it.
Take over any chat, then hand it back
You don't need a rule to step in. Every Inbox conversation shows who is handling it. Click Take over to reply yourself, and Let AI respond when you're done; the agent stays out while a person has control. If you use WhatsApp coexistence, replying from the WhatsApp Business app on your phone has the same effect.
- Explicit human request and Upset customer.
- Low confidence and Repeated failure.
- Sensitive or critical topic and Complex negotiation.
- Out of scope, for topics no active agent covers.
How to get started
Set up your handoffs
- 01
Review the default rules
Open Control center > Transfer rules. Switch off what you don't need and reword the rest in your language.
- 02
Add your own moments
Click Create new rule, describe the moment as you'd explain it to a new hire, and set its priority, destination and schedule.
- 03
Test it in the playground
Write the message a real customer would send and read the Transfer rule line in the decision analysis.
Frequently asked questions
Your next customer already wrote to you.
Try Ciarem free for 14 days and see it answer with your information before your customers do.
- No credit card. Cancel anytime.