Live Chat & Human Handoff

• What it does Hands the visitor from the chatbot to a real agent without a break
• Queue Priority-ordered waiting queue
• Agent experience Bot transcript, typing/read indicators, capacity and status management
• Plans Pro and Enterprise

Human handoff is when a conversation moves from a chatbot to a person. In a good handoff, the visitor keeps chatting in the same window without friction, and the agent doesn't have to ask what the issue is from scratch.

In Puhera, the bot answers common questions from your knowledge base, then passes the conversation to your team when the visitor asks for a person or the topic needs a human decision.

Not every question belongs with the bot. Handoff usually makes sense when:

• The visitor explicitly says "I want to talk to a person"
• The topic needs judgment, such as a complaint, a damaged item or a return exception
• The knowledge base has no answer to the question
• There's a sales opportunity, like a large order or a business quote

You can define these rules with visual automation: when an intent or keyword fires, the "connect to a live agent" action runs. See chatbot automation, and read chatbot-to-human handoff for help designing your scenarios.

A handoff only works if it makes the agent's job easier. Puhera live chat gives your team these tools to handle conversations quickly and in order:

• Priority-ordered queue: Waiting visitors are ordered by priority, so urgent issues can move to the front.
• Bot transcript: Agents see the visitor's conversation with the bot before taking over and get straight to the point.
• Real-time messaging: Typing and read indicators make the conversation feel live on both sides.
• Capacity and status management: You control how many conversations each agent can take at once and their availability.

Some requests can't be closed in a single chat: a return check, a technical investigation or another team's sign-off may be needed. On the Enterprise plan, you can create a ticket straight from the conversation and track it with open, pending, resolved and closed statuses, a priority and an assigned team member.

Learn more on the ticketing system page.

You decide what each team member can do in the panel with Owner, Admin, Editor and Viewer roles. Visitor blocking handles abuse or spam, and domain restriction with embed-origin protection keeps the bot running only on your own sites. Your data is protected over a secure connection.