AI-first portal chat with rep hand-off
The AI answers customer messages first, then hands off to the assigned rep for anything commercial or account-specific.
Portal chat is AI-first. When a signed-in customer sends a message, the AI answers straight away using your business context - and hands off to the assigned rep the moment the question is commercial, account-specific, or something it cannot confidently answer. Customers get an instant reply; your reps only step in when it matters.
How a conversation flows
- The customer sends a message from the chat in their portal.
- The AI reads the recent thread plus your workspace's business context and replies within seconds.
- If the message needs a human - a price, an order or invoice, a request to speak to someone, or anything it does not know - the AI steps back, posts a short holding reply, and notifies the customer's assigned rep to take over.
- The rep picks up the thread and replies; the conversation continues with the human in charge.
Where the rep sees it
Reps see their portal chats under Chatsin the sidebar, with an unread badge. Opening a thread shows the full history - customer messages, the AI's replies, and the reason it handed off - so the rep has the context to answer straight away. There is an Open customer → link to jump to the full customer record.
Who gets the hand-off
Escalations go to the rep who owns the customer, so the right person picks it up. Once a conversation has been handed to a human, it stays with the human rather than bouncing back to the AI mid-thread.
What is stored
The full message history is kept, keyed to the customer. If a customer is reassigned to a new rep, the new rep sees the whole conversation and can carry on where it left off.