AI Assist: Automation, Escalation & Human Handoff

In this video, discover how to use suggested messages effectively when agents are unavailable to handle AI-to-human transfers on tawk.to. We will show you how to set up and implement automated, context-sensitive messages that prevent customers from waiting too long when agents are unavailable. This video is ideal for customer support teams looking to maintain high service levels and minimize wait times, even during off-hours or high-traffic periods. Learn to enhance your customer interaction strategy with smart, automated responses that ensure continuity and satisfaction. Tune in to master suggested messages for seamless service transitions!

Learn how to notify your team the moment AI Assist starts a conversation in tawk.to. This video shows how to enable real-time alerts for human agents, how notifications follow individual sound settings, and how to combine this with response delays so your team can step in before the AI when needed.

Learn how to set up a ticket form in tawk.to AI Assist so your agent can capture visitor details when it can't find an answer, keeping every conversation accounted for and giving your team a clear path to follow up. This video covers how to create the shortcut, write the handover message, connect it to your escalation settings, and reinforce it in your Instructions so your agent knows exactly when to trigger the form. You'll also see how to test it in the preview before going live.

Don’t let chats hit a dead end when AI Assist escalates to a human agent. In this video, learn how to add Suggested Messages as a fallback — so if no one is available, visitors can still take action, like leaving a message that creates a support ticket. We’ll walk you through setting up suggested messages inside AI Assist shortcuts, ensuring smoother conversations and uninterrupted support.

Let your AI agent handle tickets automatically A quick walkthrough on assigning an AI agent to manage Ticketing in tawk.to, so your team can focus on the conversations that truly need a human.

Discover how to design and implement AI automated sequences to streamline customer interactions across any business. This tutorial guides you through setting up site notifications that trigger tailored messages, using AI Assist to enhance user engagement. Learn to configure settings, select triggers, and link suggested messages to specific AI responses for both new and returning customers.

In this video, learn how to transfer a chat seamlessly using tawk.to AI Assist. We'll guide you through the process of handing off conversations to the right team members or departments, ensuring that every customer interaction is managed effectively. This video is perfect for customer service teams looking to improve their workflow and enhance communication within their support system. Join us to discover how easy it is to streamline chat transfers and maintain high customer satisfaction with tawk.to AI Assist! Welcome to "AI Assist"! In this video, we introduce you to how AI Assist can be seamlessly integrated into your live chat and ticketing systems. Discover the key features and setup processes enabling AI Assist to enhance customer interactions and streamline support operations. This guide will provide step-by-step instructions to ensure you're fully equipped to unlock the full potential of tawk.to's AI Assist?

Learn how to set up escalations and human handoff in tawk.to AI Assist so your AI agent can transfer conversations to your team seamlessly, across every channel you support. This video covers how to create a transfer shortcut, how to trigger a handoff through the Escalation setting or a custom Instruction, and what the handover looks like for both the visitor and your team. You'll also see how to manage expectations during the transfer and how to add a fallback option so no visitor is left without a next step.

Learn how to set up a ticket form in tawk.to AI Assist so your agent can capture visitor details when it can't find an answer, keeping every conversation accounted for and giving your team a clear path to follow up. This video covers how to create the shortcut, write the handover message, connect it to your escalation settings, and reinforce it in your Instructions so your agent knows exactly when to trigger the form. You'll also see how to test it in the preview before going live.

Want your AI Assist agent to know exactly when (and how) to hand things over to a human? In this video, we’ll walk you through how to craft Base Prompts that guide AI Assist during escalations — ensuring seamless transitions between AI and your live team. Learn how to: • Write clear fallback instructions using Base Prompts • Trigger human escalations with buttons like [option] Speak to a human • Add fallback shortcuts for ticket creation • Direct visitors to other support channels when agents are offline Perfect for support teams that want AI to handle more — while keeping every conversation on-brand, accurate, and human when it matters most.