Human handoff
When the bot should stop talking and let your team take over — automatically or on demand.
The bot should handle the obvious 80%. Humans should handle the 20% where nuance, judgment, or empathy matter.
When handoff happens automatically
Handoff fires (the bot stops, the conversation flips to Human) in any of these cases:
| Cause | What triggered it |
|---|---|
| Handoff block in the flow | A flow you built explicitly ends in Handoff. Usually after a quick-reply like คุยกับแอดมิน. |
| Sensitive keywords | The buyer's reply contains a word on your sensitive list — refund, complaint, คืนเงิน, แพ้, allergy, etc. Configurable in Settings → Handoff rules. |
| Out-of-flow message | The buyer DM's you outside any flow (e.g. on an old conversation). The bot does not improvise. |
| Repeated unrecognized replies | The buyer answers a quick-reply question with free text twice in a row. The bot escalates instead of looping. |
When handoff fires, the conversation lands in Unassigned humans with a system note explaining why.
Assigning yourself
From the conversation header:
- Click Take it to assign yourself. The state flips to
Humanand your avatar shows up on the card. - Click Assign to… to give it to a teammate by name.
- Click Hand back to bot if the buyer was just confused and you've answered their question — the bot will continue the flow from where it left off, if a flow is still active.
The most recent owner of a conversation owns notifications for it.
Sensitive keyword list
ChatSparks ships with sensible defaults per locale. You should add your own brand-specific words. Common additions:
- Skin reactions:
แพ้,breakout,iritasi,kích ứng - Refund / cancel:
คืนเงิน,ยกเลิก,refund,cancel,batal,huỷ - Slow shipping:
ของยังไม่ถึง,where is my order,belum sampai - Brand mentions of competitors
Each keyword can fire handoff, add a tag, or both. Tags are useful for analytics — you can see "% of DMs that mentioned แพ้ this week" without opening every conversation.
Internal notes
Inside a conversation, the Note tab lets the team coordinate without the buyer seeing anything:
@mentiona teammate to ping them.- Notes show inline in the message thread with a yellow tint, only to your team.
- Notes are searchable and exportable.
A common pattern: the bot tags a DM shade-too-light, a teammate adds a note customer needs Light not Fair, shipping address already given, ready to recommend, then the next teammate on shift picks up with full context.
Closing a conversation
Click Close when:
- The buyer has placed an order (ChatSparks will auto-attribute — see Attribution).
- The buyer has walked away (no reply for the wait window).
- The conversation is irrelevant (spam, mistaken DM).
Closed conversations don't free up MAC — that's per-month, not per-conversation. But closing them keeps your inbox legible.
What the bot never does after handoff
Once a conversation is Human, the bot will not:
- Send any DM, even if a new trigger matches.
- Auto-tag the buyer.
- Run a wait block from the original flow.
If you want the bot to resume, Hand back to bot is the only way.