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Human Handoff

Route conversations to a human teammate when the visitor’s intent calls for it — sales inquiries, enterprise pricing, or anything you describe in natural language. Handoffs are built as a Flow: a visitor_intent trigger that matches what the visitor asks, followed by a request_human node that creates a live-support ticket for your team.

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Plan Availability

This feature is available on Pro plans.

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Setting Up a Handoff Flow

1. Navigate to Flows in your dashboard and click New Flow
2. Pick the Visitor intent trigger and describe when to hand off in natural language — e.g. “wants to speak to sales” or “asks about enterprise pricing”
3. Add a Request human node and set its message — shown to the visitor while they wait (required)
4. Optionally add collect_input nodes before the handoff to gather the visitor’s email, name, or order number first
5. Test the flow in the editor’s Test panel, then switch it to Active

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Example Intents

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Sales Inquiries

• “When someone asks about enterprise pricing”
• “Custom integration or development requests”
• “Partner or reseller inquiries”

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Support Issues

• “Technical support requests”
• “Billing or account issues”
• “Feature requests or custom development”

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How It Works

When a visitor sends a message:

1. Intent Matching: the AI scores the message against each active visitor_intent flow
2. Match Detection: the best match above the threshold runs the flow
3. Info Collection: optional collect_input nodes ask for email, name, or details. Store the email in the variable email so the ticket carries it
4. Ticket Created: the request_human node sends a message to the visitor (see What the visitor is told) and opens a live-support ticket with the visitor’s email (the collected one, else the one on file) and an AI summary of the conversation
5. Team Notified: teammates are notified per their notification preferences
6. Assignment: if Round-robin new handoffs is on under Settings → Inbox, the ticket’s conversation is assigned to the next online teammate. See Team Inbox.

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What the visitor is told

The chatbot tells the visitor that a teammate will join the chat only when one can. All three must be true:

• Your plan includes live chat (Pro or higher).
• Your team is inside its office hours, if you set them.
• At least one teammate (the owner or an accepted team member) is online: BubblaV is open for them in the dashboard or the mobile app in the last 3 minutes, and their Live chat status is not Away.

Otherwise the ticket is still created, and the visitor is told that your team will reply by email:

• Outside office hours: the chatbot sends your away message.
• No live chat on your plan, or no teammate online: the chatbot says your team will get back to the visitor by email.

In a flow, the request_human node sends this text instead of its own message. When the chatbot takes the request through its contact form, it also adds “We’ll reply to” the visitor’s email address. Your reply reaches the visitor by email only if the ticket has their email address and email notifications are on under Settings → Email Notifications. To make sure you have an address, add a collect_input node that asks for the email before request_human.

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Best Practices

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Be Specific

• Good: “When someone asks about enterprise pricing plans”
• Poor: “pricing questions”

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Use Natural Language

• Good: “Partner or reseller partnership inquiries”
• Poor: “partner”

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Review Content Gaps

Check the Knowledge > Insights > Content Gaps tab to see what questions visitors ask that the AI struggles with. These may be good candidates for handoff flows.

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