Live Handoff 🤝
Sometimes a visitor needs a real human — not an AI. Live Handoff lets your team jump into any conversation and take it over, in real time, directly from the Myntics dashboard.
How it works — step by step
1. Visitor types something that triggers handoff
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2. AI detects handoff intent and notifies your team
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3. Team member sees the alert in Dashboard → Inbox
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4. They click "Claim" to take over the conversation
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5. They chat live with the visitor (real-time WebSocket)
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6. When resolved, they click "Close"
The visitor sees a smooth transition — the AI lets them know a team member is joining.
What triggers a handoff?
Handoffs can be triggered in three ways:
| Trigger | Example |
|---|---|
| Visitor request | "I want to talk to a real person", "Can I speak to support?" |
| AI detection | The AI senses frustration, complexity, or a topic outside its knowledge |
| Flow step | A Flow you've built explicitly routes to human support |
Taking over in the Inbox
- Go to Dashboard → Inbox
- Conversations waiting for a human show status
Pending - Click Claim to assign the conversation to yourself
- Type and send messages — the visitor receives them instantly
- When done, click Close Conversation
Real-time presence indicators
The Inbox shows you whether the visitor is still active:
- 🟢 Online — visitor has the chat open right now
- 💬 Typing — visitor is currently typing
- ⚫ Offline — visitor has left the page (your messages are saved for when they return)
After the handoff is closed
The full conversation — including both the AI's messages and yours — is saved in the Inbox. It's searchable and can be reviewed at any time.