Setting up escalations and human handoff

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.