Human handoff

Mikabot does not host a live agent inbox. Instead it recognises when a visitor wants a person, answers with your contact details, and emails you the conversation. Set up all three parts and nothing gets lost.

How detection works

The AI tags certain intents in its reply, and Mikabot swaps in your prepared answer:

The last two shop-related intents are only active when Enable ecommerce is on.

Step 1: Give the bot somewhere to send people

Go to Settings → Site info and fill in:

• Contact Email — used as {email}
• Contact Page Url — used as {contact_url}
• Chat URL — a WhatsApp or live chat link, used as {chat_url}

If any of these are empty, the handoff answers will contain gaps.

Step 2: Write the handoff answers

Go to Settings → AI responses and edit at least Contact info and Frustrated user in every active language.

Practical rules:

• Say what happens next and when, not just where to write
• Use {chat_button} to render a button instead of a bare URL, or {chat_button:Message us on WhatsApp} for your own label
• Keep opening hours out of the text unless you can keep them up to date

Each response also has a Situation field. That short line tells the AI when to pick the response, so keep it specific: for human handoff requests works, for support does not.

Step 3: Capture the conversation by email

1. Go to Settings → Chatbot settings
2. Turn on Enable chat e-mail to contact
3. Fill in Email Recipients, separating addresses with semicolons (;)
4. Save

When a visitor leaves their email address in the chat, the full transcript is sent to those recipients, and the visitor sees your Email confirmation response. Make that confirmation state a realistic response time.

Step 4: Close the loop weekly

1. Open Chat conversations
2. Star the conversations that had to be escalated
3. Add a Note naming the reason: missing product data, unclear policy, wrong price
4. Once a week, fix the top reason at the source instead of rewording the bot

The Email Capture Rate on your Dashboard shows whether visitors actually take the handoff you offer. If it stays near zero while contact requests are common, your handoff answer is not convincing enough.

Related

• AI responses explained
• Placeholder reference
• Review chat conversations