SmartU Business
Technology Solutions That Drive Your Success
AI Chatbot
Human Handover Guide
A clear customer guide on when the AI can connect you to a team member, what happens during business hours, and what to expect after hours.
For Customers
Key Point: The AI keeps helping by default. Handover to a human happens only when you explicitly ask for a person, agent, staff member, or callback.
1
How To Request A Human
You control when handover starts
1
Ask directly using phrases like
Can I speak to a human?, I want an agent, or Please call me.2
If the team is open, the AI confirms handover and connects you with a team member right away.
3
If the team is closed, the AI lets you know agents are offline and provides the contact page for follow-up.
Tip: If you do not ask for a human, the AI continues assisting you and may ask one clarifying question when needed.
2
Business Hours Logic
What changes when the business is open vs closed
Open
When you request a human during open hours, handover is enabled and the assistant connects you to staff immediately.
Closed
When you request a human after hours, handover is not active. The assistant records your message and shares next contact options.
Important: Being closed does not end support. The AI still helps with available information and guides you to contact details for follow-up.
3
What Does Not Trigger Handover
The assistant keeps helping in these cases
| Situation | Result |
|---|---|
| General questions about services, pricing, locations, or scheduling | AI answers directly using approved business documentation. |
| Missing information in documentation | AI shares that the info is not listed and provides the contact page; no automatic human escalation. |
| Greetings or casual conversation | AI replies politely without triggering handover. |
| Unclear request | AI asks one clarifying question before deciding next steps. |
Contact page example: your-business-domain.com/contact
4
Example Scenarios (Open vs Closed)
Sample business hours for easier understanding
| Example Time | Business Status | Customer Request | Assistant Result |
|---|---|---|---|
| Tuesday, 10:30 AM | Open (example hours: Mon-Fri, 9:00 AM-5:00 PM) | “Can I speak to a human agent?” | Handover happens immediately. The assistant confirms connection to a team member. |
| Tuesday, 7:15 PM | Closed (outside example hours: Mon-Fri, 9:00 AM-5:00 PM) | “Please call me back” | Handover does not activate. The assistant explains agents are offline and shares contact/follow-up options. |
Note: The schedule above is only an example. Each business sets its own real opening hours.
5
Quick FAQ
Common customer questions
How do I talk to a real person?
Ask directly for a human, agent, staff member, or callback. Handover only starts when requested.
What happens if I ask for a human at night?
The assistant will explain that agents are offline and will direct you to leave your details via the contact page.
Will the AI transfer me automatically if it cannot find information?
No. Missing documentation does not trigger automatic handover. You can still request a human at any time.