Customizing AI Agent handover experience on Chat

We’re excited to introduce new customization options for your AI Agent’s chat handover process! Based on feedback, we’ve made it easier for you to tailor how conversations transition between AI and human support.

With this update, you can now:
✅ Set specific instructions for online and offline scenarios
✅ Define fallback options for unexpected situations
✅ Replace preset system messages for a more tailored experience

These improvements give you greater flexibility and control over your customer interactions.

Looking ahead, we’re also planning to expand support to other channels, such as email—stay tuned!