How a visitor reaches a person
A visitor can ask for a member of your team at any point in a conversation. Karas collects a name and an email, files a ticket in your helpdesk with the conversation already summarised, and gives the visitor a reference number.
Where the control appears
In the widget menu, available throughout the conversation, so a visitor who simply prefers a person never has to justify it.
Beside an answer that could not be given, when the assistant has said the question needs a human. This is the moment the control matters most, so it is offered rather than left to be found.
What the visitor does
They enter a name and an email address and press send. If your site already knows who they are and passes that through, the fields arrive filled in and they only have to confirm. Nothing else is asked for.
What they see afterwards
One of three outcomes:
- Filed. The ticket is in your helpdesk and the visitor is given the reference number to quote.
- Received. We have the request and your team will get it shortly. This is what they see when the helpdesk is slow to confirm; the ticket is still on its way and is not lost.
- Not sent. Something failed. The visitor is told plainly, given your fallback contact address if you have provided one, and invited to try again. They are never shown which helpdesk failed or why in our terms — that is our problem, not theirs.
Nothing is filed without being asked
This is the rule the whole feature is built around. An answer the assistant declined to give does not open a ticket. Neither does a thumbs-down, a clarifying question, or a timeout. Only the visitor pressing the control creates anything in your queue.
The alternative — filing a ticket whenever the assistant was unsure — fills a support queue with conversations that nobody asked to continue, including from visitors who went and read the article instead and were perfectly satisfied.
One conversation, one ticket
A conversation can only ever produce one ticket, however many times the control is pressed. See Limits and edge cases in handoff.
Turning it on
Handoff is off until your helpdesk is connected and verified. See Connecting your helpdesk.