Operator handoff
If the chatbot does not know the answer to a user's query, it can display a predefined contact — an operator — instead of an empty response. It reacts the same way when the user asks to be connected to support. You can assign custom text to an operator (for example, a link to a web form), email, and phone. With multiple operators, the chatbot selects the one whose focus best matches the topic of the query.
The user can also confirm a live connection (for example with Yes, connect me) — the conversation then switches to a human operator in Live chat.
1. How to set up an operator
- Open Administrators — in the left menu of the application, click Administrators.
- Select an administrator — click the person who should be the contact.
- Enable the operator feature — check the Active operator box.
- Optionally fill in details — email, phone, focus, and displayed text.
- Save changes — click Save.
- Verify in Playground — try a query for which the chatbot returns the operator's contact.
2. What is configured for an operator
Active operator
Marks the administrator as a contact person in the chatbot. Without activation, the administrator is not shown to the user.
Contact email
Email visible to the user. If left empty, the email the administrator is registered with is used.
Phone
Phone number visible to the user. If left empty, the phone is not displayed.
Focus
A short description of the operator's specialization (for example, support, sales, HR). With multiple operators, the chatbot uses this to determine which operator best matches the topic of the query and displays their contact.
Displayed text
Text shown together with contact details. You can add links to web forms or supplementary instructions for the user here.
3. Live connection, waiting, and email
Showing contact details (email, phone, text) is one part. If the user clicks Yes, connect me, a live handoff starts:
- AI turns off and the chat header shows Waiting for operator with a timer.
- During business hours they see Typically responds within 2 minutes; outside hours Outside business hours — an operator may not join right away.
- Kanbu sends an email to active operators (or to administrators if none are set) with a conversation preview and a link to the thread in Messages.
- After the first message from an administrator, the text changes to Talking to human operator.
Set business hours and notification opt-outs in Organization management. The full admin takeover flow is in Live chat.
Frequently asked questions
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What if I have no operator configured?
The chatbot will not offer any contact. Live chat still works — any administrator can take over a conversation in Messages. In that case the handoff email goes to administrators. If you want to handle fallback differently (for example, direct the user to a specific email directly in the response), define the behavior in Personalization.
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How do I control when exactly the agent offers a contact?
By default, the contact is shown when the AI does not know the answer or the user requests it. If you want specific rules (when yes, when no), enter them in Personalization.
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Can I have multiple operators with different focus areas?
Yes. Activate multiple administrators as operators and give each a different description in the Focus field. The chatbot will then select based on the best match with the user's query topic. The live handoff email goes to all active operators.
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Where do I turn off handoff emails?
In organization settings, turn on Disable all inbox notifications — see Organization management and Live chat.