Human handoff

Mikabot does not host a live agent inbox. It recognises when a visitor wants a person, answers with your contact details, and can email you the conversation.

How detection works

The AI emits a marker in its reply, and Mikabot swaps in your prepared response:

Order info needs more than the ecommerce toggle: it only applies once Ecommerce → Order status is connected. Without that, order questions are answered like any other question.

Custom responses you create get their own marker, which you set in the Response token field.

Step 1: Give the bot somewhere to send people

Go to Settings → Site info and fill in:

• Contact Email — used as {email}
• Contact Page Url — used as {contact_url}
• Chat URL (whatsapp or other) — used as {chat_url} and {chat_button}

If Contact Page Url or Chat URL is empty, its placeholder renders as nothing at all: the sentence around it stays and the link disappears. Write sentences that still read correctly without them.

Step 2: Write the handoff answers

Go to Settings → AI smart responses and edit at least Contact info and Frustrated user in every active language.

Practical points:

• Say what happens next and when, not just where to write
• Use {chat_button} to render a button instead of a bare URL, or {chat_button:Message us on WhatsApp} for your own label
• Opening hours in the text need maintaining; a link to a page does not

Each response also has a Situations to Use This Response field. That short line tells the AI when to pick the response, so keep it specific: for human handoff requests works, for support does not.

Step 3: Capture the conversation by email

1. Go to Settings → General settings
2. Turn on Enable chat e-mail to contact — on a chatbot created through the wizard this is already on, with your contact email as the recipient
3. Fill in Email Recipients, separating addresses with semicolons (;)
4. Save

When a visitor leaves an email address or a phone number in the chat, the full transcript is sent to those recipients and the visitor sees your Email confirmation response. Make that confirmation state a realistic response time.

The same page has a Periodic chat report: a summary email every X days covering new chats, chat types, collected email addresses, and the longest sessions. Leave the interval empty to keep it off.

Step 4: Close the loop

1. Open Chat conversations
2. Star the conversations that had to be escalated
3. Add a Note naming the reason: missing product data, unclear policy, wrong price
4. Fix the most common reason at the source rather than rewording the bot

Related

• AI responses explained
• Placeholder reference
• Review chat conversations