AI replies, persona & handoff
How the bot decides what to say, and how it hands over to a human.
Chatbot & Live ChatEnterprise
Requires an Enterprise plan.
| Setting | What it does |
|---|---|
| AI enabled | Whether the bot answers at all. Off makes the widget a pure human live-chat channel. |
| AI persona | Free-text instructions for tone and boundaries — how formal to be, what never to promise, when to escalate. |
| AI greeting enabled | Whether the bot opens with a generated greeting rather than the static welcome message. |
| Handoff enabled | Whether visitors can ask for a human, and whether the bot escalates when it's out of its depth. |
Writing a good persona
Be specific about limits rather than personality. "Never quote prices — direct pricing questions to /pricing" and "if asked about refunds, hand off to a human" are worth far more than "be friendly and helpful", because they prevent the failure modes that actually cost you.
Human takeover
Sending a message from the inbox is itself the takeover — the conversation flips to human mode and the AI stops replying, with no separate button to remember. Switch it back to AI mode explicitly when you're done.
The inbox offers AI-drafted reply suggestions while you're in human mode. They're drafts for you to send, not messages the bot sends on its own.
Related
Still have a question?
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