The handover feature turns your Flow (formerly chatbots) into a smart filter — visitors first explore the bot for common answers, and only those with more complex questions reach you as an agent. This way you receive only the high-intent conversations that actually need a human reply.
💡 Plan availability: Handover is available in the PLUS, EXPERT, and ULTIMATE packages. (Legacy: STANDARD, PRO)
We've split this article into six sections:
How handover works in practice
First you hide the text field of the chat box, then add specific buttons in the Flow that bring the text field back when a visitor clicks them — that's how they can reach you. At the same moment, you receive a notification in the dashboard letting you know a customer is waiting to talk.
This nudges visitors to explore the Flow first. By the time they reach you, they typically have a relevant question about your products or services — exactly the kind of conversation that can turn into a sale.
Step 1 — Disable the chat text field
Open the Flow garage, create a new Flow, or open an existing one. If you're not sure how to build a Flow, check our guide first.
With the Flow open, click Settings.
Open the Behavior tab and tick Disable the chat box text field. Don't forget to save your changes.
💡 Tip: We recommend setting the Flow to trigger either when the visitor clicks the live chat button or 1 second after the visitor lands on the page. In the When tab, choose after the visitor enters the website (set the delay to 1 second) or after the visitor clicks the chat box button. This prevents the text field from being visible before the Flow loads.
You can add additional conditions — show the Flow only on a specific page, for a specific audience, etc. Learn more in our Flow conditions guide.
Step 2 — Add the handover button
Now configure the handover button itself. We recommend first building all the branches and answers where you want to keep the visitor inside the Flow. You can take inspiration from our universal e-commerce template.
💡 Tip: Create FAQ-style branches for common topics — shipping, payment, discounts, seasonal offers — or a shopping assistant that helps visitors find the right product.
Once your branches are ready, add the handover button. Pick a branch you want to end with the option to talk to an agent, click the last message in that branch, choose Add response, and select Connect with agent.
Name the button — for example: 💬 I'd like some advice. Then write the reply the visitor will see after clicking it. Something like:
We'd be glad to chat with you right here and sort out anything you need. Hang on for a moment 😉 — we'll be right with you. In the meantime, feel free to write what we can help with.
Repeat for every other branch where you want to offer handover. In your Flow tree, handover branches are marked with a pink icon.
To verify the result, click Preview and click through the Flow yourself.
⚠️ Warning: Once the visitor chooses handover, the Flow disappears — they can't go back to its earlier branches.
Forward conversations to email
Instead of handing over to a live agent, you can forward every handover conversation to a specific email address — your agents' inbox or a ticketing system. You can configure this for both online and offline chat box states.
Setup steps:
Open the Automation tab and select or create a Flow that includes a handover button.
For each state, choose Forward conversation to email and enter one email address.
For each state, you can also write a short message shown to the visitor.
Save and publish the Flow.
Conversations for the selected chat box state will now land in your inbox. Open Conversation details to see the full transcript. The conversation becomes available 2 minutes after the visitor ends the session. After the email is sent, the visitor can start a new conversation and repeat this up to 3 times per hour. You can reply directly from your email client.
Here's what it looks like from the visitor's side:
💡 Note: Email handover does not support automatic tag assignment.
💡 Note: Groups are not added to a conversation if only email handover is active.
Tips for working with multiple Flows
💡 Behavior with multiple Flows:
• If you use Flows with the text field disabled (DTF), other automations (Flows and automatic messages) still trigger.
• If you have multiple DTA Flows with different delays, all of them trigger when the visitor clicks the chat box.
• If one Flow has an active text field (ATF) and another has DTF, the text field state depends on which Flow the visitor clicked (DTF Flow — text field stays disabled; ATF Flow — text field activates).
💡 Tips for multi-bot setups:
• Let DTF Flows run first, then add conditions for Flows with the text field allowed.
• Target DTF Flows to specific subpages.
• Use routing between Flows to simplify the flow.
• Make sure the delay between individual Flows is high enough.
What's next?
Flow — complete overview of how Flows work and how to build one.
Flow conditions — control when, where, and to whom the bot appears.
Flow conversation — how Flow conversations differ from normal ones and how they're billed.
Flow insights — measure how visitors interact with your flows.
Routing between Flows — chain multiple Flows together.
Welcome message and handover — guide visitors smoothly from the Flow to a live agent.
💡 Need more help? Reach out to our support team — we'll be happy to help!