Inbox
Human Handover. When a visitor asks for a real person, the chat lands in your team inbox so someone can take it over and reply live, whether they are chatting in the web widget or over WhatsApp.
How a handover starts
Every agent shows a Talk to a human pill in the chat once you turn Human Handover on. When a visitor taps it, the conversation is escalated to your team and appears in the Inbox marked Awaiting. The visitor sees a short holding message ("A human will join shortly." by default) while they wait.
When a new request arrives, your team gets a notification sound and an unread badge on the Inbox so nobody is left waiting.
Take it, reply, resolve
- Open the conversation. The transcript streams in real time, and you can see when the visitor is typing.
- Click Take it. The status flips to Active, the AI stops auto-replying, and the conversation is assigned to you.
- Type in the composer. Your reply shows up in the visitor's chat just like a message from the agent. Only the teammate who took the conversation can reply to it.
- Click Resolve when you're done. The AI picks back up and answers the visitor's next message automatically.
What the Inbox shows
The Inbox lists conversations that have been handed over to your team, not every chat your agent is having. Use the search box and the filter pills to find one:
- Awaiting, a visitor asked for a person and no one has taken it yet.
- Active, a teammate has taken the conversation and is replying live.
- Resolved, the conversation was handed back to the AI.
Each row shows the visitor, the latest message, and how long since the last activity. If a conversation is already taken by someone else, you'll see who it is assigned to.
Handover from WhatsApp
Handover is not just for the web widget. If you have connected a WhatsApp number, a person messaging your agent on WhatsApp can ask for a human too, and that conversation lands in the same Inbox alongside your web chats. You take it, reply, and resolve exactly as above; the only difference is where the customer sees you.
- While the AI is handling the chat, it answers on WhatsApp as usual. Once a teammate clicks Take it, the AI stops auto-replying so it never talks over your operator.
- Replies you type in the composer are delivered straight back to the customer on WhatsApp. You do not need a browser open on their end.
- Click Resolve to hand the conversation back to the AI, which resumes answering the customer's next WhatsApp message automatically.
Turn it on for your agent
Settings → Publish → Handover. Toggle Human Handover on, then customise:
- The pill label visitors tap. Default is Talk to a human.
- The holding message visitors see while they wait. Default is A human will join shortly.
How to unlock Human Handover
Human Handover is the live-takeover feature plus the team inbox that powers it. Two ways to get it:
- Add the $50 / month add-on on a paid plan, Starter ($40) or Advanced ($120). Total cost $90 or $170 a month. Add-ons need an active paid plan, so Free workspaces subscribe to Starter or higher first. The add-on appears in the upgrade prompt when you open the Inbox or enable Handover.
- Upgrade to Pro ($400 / month). Human Handover comes bundled, along with full white-label (Remove Dante branding included) and the rest of the Pro feature set. Often the better deal if you'd otherwise pay for both the Remove Branding and Human Handover add-ons.
Troubleshooting
The "Talk to a human" pill is missing from the chat
Symptom. Visitors never see the Talk to a human pill, and no conversations arrive in the Inbox.
Cause. Human Handover is a paid feature and is off by default. The pill only renders once Handover is both unlocked on your plan and toggled on. On Free, or on a paid plan without the add-on, the feature stays locked, so there is no pill to show.
Fix. Unlock Human Handover first: add the $50 / month add-on on Starter or Advanced, or upgrade to Pro where it is bundled. Then go to Settings → Publish → Handover and toggle Human Handover on. The pill appears for visitors right away.
Stuck? We're here.
Every plan, including Free, comes with human support. If something isn't behaving the way you expect after following the steps above, send us a note and we'll get back to you within one business day.