Your chatbot is powerful, but some situations require human expertise. The Human Agent Handoff feature allows seamless escalation from AI to human support.
Customer explicitly requests to speak with someone
Chatbot can't understand or answer the question
Customer is frustrated or upset
Issue requires specific information only agents have
Customer wants to make a purchase or negotiate terms
Sensitive or urgent situations
You must have selected either "Human Agent" or "AI+live chat" options in your chatbot.
You have team members set up in Markleyo (see Team Members section) - in case you have a team to handle queries manually.
At least one team member or you can handle it yourself.
Agents have access to the CRM Inbox
Scenario 1: Customer Requests Agent
Customer types: "Can I speak with someone?"
Chatbot recognizes intent to escalate
Chatbot shows: "I'm connecting you with a specialist. One moment please..."
If agent available: Customer connects with agent immediately
If no agent available: Customer prompted to leave message or email
Scenario 2: Chatbot Can't Answer
Customer asks complex question outside chatbot's knowledge
Chatbot says: "This is a great question that I think deserves our team's attention. Would you like me to connect you with a specialist?"
Customer confirms
Handoff process begins
Scenario 3: Customer Support Request with Escalation
Customer says: "I need to return my order"
Chatbot: "I can help! To process your return, I'll need some information. If you prefer, I can connect you with our support team who can handle it right away."
Agents manage conversations from the CRM Inbox in the Markleyo dashboard.
Agent Access:
Log into Markleyo as an Agent
Click "AI Agent" in the left sidebar under AI chatbots section
See all active chats and handoffs
Agent Dashboard Features:
Active Conversations: List of all ongoing chats with customers in unibox to handle human support for all channels (Website, messenger, whatsapp business, and telegram)
Conversation History: Full chat history from AI portion and current conversation
Customer Information: Name, email, previous interactions
Notes: Add internal notes to conversation
Quick Responses: Pre-written templates for common responses
Assign Chat: Assign conversations between agents
Resolve Chat: Mark conversation as complete
Channel Filter: Filter the channel from the dropdown options.
Agent Actions:
Reply to customer in real-time
Share files or documents
Schedule follow-up messages
Create tickets or tasks from chats
End conversation and return to chatbot if needed
1. Set Clear Escalation Triggers
Agents should be available during posted hours or be notified of handoff requests during off-hours.
2. Maintain Conversation Context
Ensure customer doesn't have to repeat information. The agent sees full chat history.
3. Train Agents on Chatbot Limitations
Agents should understand what the chatbot attempted and why escalation occurred.
4. Set Customer Expectations
Let customers know expected response time for agent handoff, especially for off-hours requests.
5. Track Handoff Metrics
Monitor which issues are escalated to identify areas where chatbot needs better training.
6. Provide Agent Training
Ensure agents know how to use CRM Inbox effectively and can provide excellent customer service.