Handoff and tickets

The assistant is built to stop when it should. A handoff is a normal outcome, not a failure.

When it hands off

The assistant passes the chat to a person when:

• its confidence in the answer is below your threshold (0.70 by default);
• the message touches a topic you marked off limits;
• the customer asks for a person;
• a tool it relies on fails;
• WhatsApp's 24-hour reply window has closed and a free-form reply is no longer allowed.

What your team sees

A ticket lands on your board with the full conversation, so nobody asks the customer to repeat themselves. A teammate claims it, replies from the inbox, and can hand the chat back to the assistant when the question is settled.

Stuck tickets

If nobody claims a ticket, Clarly flags it as stuck after 15 minutes, or the limit you choose, and notifies your team. Turn on browser notifications on each device that should hear about it.

Tune it

• Raise the confidence threshold if the assistant answers things you would rather a person handle.
• Lower it if too many easy questions reach your team.
• Add the missing knowledge: every unnecessary handoff points at a document that should exist.
• Set the message customers read when the knowledge base does not cover the question.

Roles decide who can claim and who can change settings. See data and privacy.