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Live Chat AI Handoff to Multiple Pipelines After Requesting Live Agent

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Status: Idea Submitted
LHall45
Submitted by on ‎Jul 30, 2025 1:12 PM

When a customer is interacting with the AI chatbot and it doesn’t answer their questions, they may request to speak with a live agent. In that case, we would like to add qualifying questions like we do in a regular chatflow before the handoff? This would help us gather the necessary information and route the conversation to the correct team or pipeline. Currently, all handoffs go to a default pipeline, which isn’t ideal since we support multiple departments.

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