Human Handoff & Webhooks

While Chatzora handles the vast majority of FAQs automatically, some complex customer issues require human intervention. Our live co-pilot system lets you step in and chat in real time.

Slack & Discord Alert Webhooks

Get instantly notified when a visitor needs a human:

1. Under Bot Settings -> Integrations, toggle alert options.
2. Select your trigger events:
   • Handoff Requested: Dispatched when a visitor types phrases like "speak to human" or clicks a handoff button.
   • Negative Sentiment: Triggers an alert when a customer expresses frustration or negative sentiment.
   • Threshold Block: Sent when the bot answers with the fallback response due to low confidence scores.
3. Paste your incoming webhook URL from Slack or Discord.
4. Click Test Webhook to send a test alert card to your channel.

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Live Takeover (Dashboard Inbox)

When an alert is triggered, an agent can take over the conversation directly from the dashboard:

1. Navigate to Conversations in the Chatzora sidebar.
2. Find the active conversation marked with a handoff alert status.
3. Toggle Pause AI Autopilot & Take Over.
   • This silences the chatbot instantly so it will not generate AI answers for new messages.
4. Type your reply directly in the chat panel. The visitor will receive the messages instantly in their widget.
5. Once resolved, toggle Resume AI Autopilot to let the chatbot take over answering queries again.