What Is Live Support?
In Giizo AI, live support lets a customer who is chatting with your AI agent move to a real person on your team, inside the same conversation. The agent answers most questions instantly; when the customer wants to talk to a human, the conversation is handed off to your representative, who continues it from the Live Support screen in the Giizo AI dashboard.
The customer stays in the same channel and does not have to repeat themselves. Your representative does not start cold either: the full conversation history is right there at the moment of handoff.
How Does Human Handoff Work?
1. The customer asks for a person
When the customer types something like "I want to speak to someone" or "connect me to a representative," Giizo AI detects the request.
2. The agent asks for confirmation
The conversation is not transferred right away. The customer gets a short question: "Would you like to be connected to a live support agent?" If they confirm, the handoff starts; if not, the agent carries on.
3. Your team is notified
The request shows up as a notification in your dashboard and appears in the pending live support cards. During business hours, a short voice call also rings the notification number you set, so you catch the request even when you are away from the dashboard.
4. Your representative takes over with context
Your representative opens the pending request, reviews the full conversation history, and claims it with "Claim." From then on the customer is talking to your representative, and the AI agent stays out of the conversation.
5. Hand back to AI or end the session
When the issue is resolved, the representative picks one of two options:
- "Return to AI": The customer is informed and the agent picks up where the conversation left off.
- "End": The session is closed and the customer receives a closing message.
Your team can also step in without waiting for the customer to ask: any conversation in your conversation history can be moved to live support with "Transfer to Live Support."
Which Channels Support Live Support?
Live support works for conversations coming from:
- Messenger
- The chat widget on your website
- Your standalone agent page
Whatever the channel, your team handles every conversation from the same dashboard. The representative's reply reaches the customer in their own channel: a WhatsApp customer sees it in WhatsApp, a website visitor sees it in the same chat window. In the website chat, the message appears instantly while the visitor's chat is open and stays in the chat history. New customer messages show up on the representative's screen automatically, without a page refresh.
Key Features
Business Hours Awareness
You define your business hours day by day. When a live support request comes in outside those hours, the customer is told when your team is available and the AI agent keeps helping. If the support ticket tool is enabled for your agent, the agent can open a ticket with the customer's consent when they ask for one.
Wait Time
You choose how long a request waits: 5, 10 or 15 minutes. If nobody claims it in that time, the customer is informed and the AI agent continues to help.
Per-Agent Settings
Live support is switched on or off separately for each AI agent. The notification number, business hours and wait time are set per agent, and you can define account-wide defaults for the notification number and business hours.
Plan Availability
Live support is included in paid plans. You can compare what each plan includes on the pricing page.
What Does Your Team Gain?
Never Miss the Critical Moment
The last question before a large order, an objection, a request your policy does not cover: in these moments the customer wants a person. With live support, you take over that conversation and the sale continues without the customer leaving the channel.
Spend Your Time Where It Counts
The agent handles routine questions on its own. You step in only when the customer asks for you or when you decide to join.
Join with Full Context
The full conversation history is in front of you at handoff, so the customer never has to explain the problem twice.
Use Cases
Before a High-Value Order
A customer is about to buy an expensive item but wants one last reassurance. The agent explained the product; the customer asks for a human. Your representative reads the conversation, takes over and closes the sale.
Damaged or Incomplete Delivery
The item arrived broken or the package is missing something. The customer is upset and the case does not fit the standard return flow. When the customer asks for someone in charge, your representative takes over and offers the solution personally.
Return Disputes and Exceptions
A return past its window, an exchange on a discounted item, a request your policy does not cover: the seller has to make the call. When the customer asks for a representative, the conversation moves to your team; if you spot such a conversation in the dashboard, you can take it on yourself with "Transfer to Live Support."
Frequently Asked Questions
How does live support work?
The customer tells the AI agent they want to talk to a person, the agent asks for confirmation, and once the customer confirms, the request reaches your team. Your representative claims it in the dashboard and replies in the same conversation. When done, they return the conversation to the AI agent or end it.
When does the AI hand the conversation off to a human?
When the customer clearly asks to talk to a representative and answers "yes" to the confirmation question. Your team can also move any conversation to live support from the dashboard.
What happens if a live support request comes in after hours?
The customer is told your business hours and the AI agent keeps helping. If the support ticket tool is enabled for your agent, the agent can open a ticket with the customer's consent when they ask for one.
Which channels support live support?
WhatsApp, Instagram, Messenger, the chat widget on your website and your standalone agent page. Requests from every channel land in the same dashboard.
Can the representative see the earlier conversation?
Yes. The full conversation history, including everything the customer told the AI agent, is available before the representative claims the request.
What happens if nobody claims the request?
When the wait time you set (5, 10 or 15 minutes) runs out, the customer is informed and the AI agent continues to help.
Which plans include live support?
Live support is included in paid plans. See the pricing page for what each plan includes.
Getting Started
- Log in to your Giizo AI account.
- In the dashboard, edit your AI agent and open the "Live Support" tab.
- Turn on live support and enter your notification number, business hours and wait time.
- When a customer asks for a person, the request lands in your dashboard.
To set account-wide defaults for the notification number and business hours, use the "Live Support" section in Settings.
Giizo AI Live Support combines the speed of AI with the judgment of your team.