Handing chats to your team
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The agent passes a chat to your team when the person is upset, asks for a human, or mentions one of your handover topics. DMowl also hands over when the AI can’t answer or this month’s AI replies are used up. The chat then waits in your inbox and nothing automatic replies until you hand it back.
When it hands over
| Reason | Note in the chat |
|---|---|
| Upset contact, request for a person, or a handover topic | The AI agent handed this chat to the team. |
| A question the knowledge base doesn’t answer | Same note; the agent tells the person it will check. |
| The AI service couldn’t answer | The AI couldn’t answer, so the chat went to the team instead of sending a meaningless reply. |
| AI replies used up this month | This month’s AI replies are used up, so the chat went to the team. |
Handover topics
Under “Hand over to you when …” list words or topics, comma separated, e.g. “refund, complaint, collaboration, wholesale”. The agent stops at those and leaves the chat to you.
In the inbox
Handed-over chats show “Waiting for the team” and appear under “Waiting for you” until someone on the team replies.
| Handling | Who replies |
|---|---|
| Team | Only your team. Automations and the AI stay silent in this chat. |
| AI | The AI agent answers this contact’s DMs. |
| Auto | Back to normal: automations and the AI reply as usual. |
Writing a reply by hand also switches the chat to Team and stops any automation that was waiting for an answer.
Questions? Answers.
Do I get notified about handovers?
The inbox shows a badge with the number of chats waiting for you. There are no push notifications yet.
Still stuck? Write to us and tell us what you tried: hello@dmowl.com