Human handoff

No assistant answers everything. Handoff gives a visitor a way to reach your team instead of ending the conversation at a fallback message.

When it is offered

The visitor asks. “Talk to a human”, “connect me to an agent”, “contact support” and similar phrasings.
Two unanswered questions in a row. Nimaya offers help rather than waiting to be asked.

The visitor leaves an email and an optional note, both inside the chat. Nothing opens a new page or interrupts the conversation.

Where requests go

Mode	Delivery
Email	Any address, with the full transcript. The visitor is set as reply-to, so replying reaches them directly.
Slack	A formatted message to an incoming webhook.
Webhook	A JSON `handoff.requested` payload to your own endpoint.

Webhook payload

{
  "type": "handoff.requested",
  "businessName": "Acme",
  "sessionId": "…",
  "visitor": {
    "email": "someone@example.com",
    "name": null,
    "message": "I need help with my order"
  },
  "transcript": [
    { "role": "user", "content": "…", "createdAt": "…" }
  ]
}

Requests are never lost

Every request is saved before delivery is attempted. If your webhook is down or your mail server rejects the message, the request is still recorded and visible in the dashboard, marked failed with the reason.

The visitor always sees your confirmation message. Telling someone their request failed helps nobody when you can still see their details and follow up.

Setting it up

Open Widget appearance and turn on Human handoff.
Choose a mode. Slack and webhook work immediately; email needs a mail server configured on your Nimaya instance.
Optionally change the button label and the confirmation message — both can be set per language.

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