AI helpdesk
AI helpdesk software that knows when to bring in a person
Your intoCHAT agent answers customers from your own content. When someone needs a person, it hands the conversation to your team by email or in live chat, opens a ticket in the helpdesk you already use, and puts it in one shared Inbox.
Visitor: My invoice shows the annual plan, but I chose monthly. Can someone fix this?
Agent: I can't change billing myself, but I can pass this conversation to our team by email so they can correct it. Which email address should they reply to?
Visitor: anna@example.com
Agent: Thank you. I have sent the conversation and your request to the team, and they will reply to anna@example.com by email.
A chatbot without a way out frustrates customers
A customer with a billing problem or a damaged order wants a person, not a third rephrased answer. If the chatbot has no hand-off, they leave or complain elsewhere; if every chat goes to your team, the bot saves nobody any time. A good AI helpdesk answers what it can, recognizes when it can't, and passes the conversation on with the context your team needs, so the customer doesn't have to explain everything again.
One AI agent, four ways to reach your team
Turn on the ones that fit how your team works. They are designed to work together.
Hand-off by email
When a visitor asks for a person, the agent asks for their email address and sends your team a summary and the transcript. Reply to that email and the answer goes straight to the visitor.
Live chat takeover
When someone from your team has the Live chat page open, a visitor who asks for a person gets live chat. Click Take over, reply as yourself while the AI stays silent, and hand the chat back when you are done.
Tickets in your helpdesk
Connect Zendesk, Freshdesk, HubSpot, Gorgias or Help Scout and each hand-off also opens a ticket there, with the visitor as the requester, an AI summary and the conversation.
One Inbox for everything
Every hand-off and live chat request lands in the Inbox as open, where your team assigns it, sets a priority, tags it and marks it solved.
Honest with visitors
The agent never promises a response time, a specific person or a phone call, and it says the team has the message only when the email was actually sent.
How the hand-off works
The agent answers first
It answers from your sources and instructions. It offers a person only when the visitor asks for one, or when it can't help and the visitor wants someone to follow up.
Live chat if someone is online
If live chat is on and someone from your team has the Live chat inbox open, the agent asks your team to join. The chat waits under Waiting, and whoever clicks Take over answers it.
Email when nobody is
If nobody is online, or nobody joins within 5 minutes, the agent offers the hand-off by email instead. It asks for the address to reply to and sends nothing until the visitor agrees.
A ticket and an Inbox entry
With a helpdesk connected, the hand-off also opens a ticket a few seconds after the agent's reply. Either way, the conversation appears in the Inbox, ready to assign and solve.
Hand-off and helpdesk details
A hand-off email with context
The subject names the agent and the visitor's address. Inside are a short summary of what the visitor needs, the page and country when known, up to the last 60 messages and a link to the conversation.
A summary when you take over
When you take over a live chat, 3 to 5 AI-written points sum up what the visitor wants and what the agent already answered. Draft with AI and Improve my text help you write the reply.
AI summaries on tickets
Each ticket includes three to five AI-written bullet points about what the visitor wants and what the agent already answered, plus the last 30 messages and a link back to the conversation in intoCHAT.
Custom ticket fields
Fill helpdesk fields on each new ticket: custom fields, tags, priority, group, type, assignee, or HubSpot's pipeline and stage, depending on the helpdesk. Values can use variables such as the visitor's email or a contact attribute like plan.
Ratings after live chat
Optionally ask visitors for a rating from one to five stars, with a comment, when a live chat ends. The average rating and the number of ratings appear on your dashboard.
Roles that fit your team
Owners, admins and editors take over and reply; viewers follow along read-only. The owner and admins can also take over a recent chat in which nobody asked for a person.
Webhooks and Slack alerts
Hand-offs and live chat requests send the handoff.requested and live_chat.requested events to your webhooks, and can post a message to a Slack channel.
On every plan
Hand-off by email, live chat, helpdesk tickets and the Inbox are included on every plan, Free too. Saved replies arrive with Starter; triggers, routing and live translation with Pro.
Frequently asked questions
What is AI helpdesk software?
AI helpdesk software lets an AI agent answer support questions first and passes the rest to people. intoCHAT's agent answers from your website and documents, then hands conversations that need a person to your team by email, in live chat or as a ticket in Zendesk, Freshdesk, HubSpot, Gorgias or Help Scout, and keeps track of them in a shared Inbox.
Do I have to replace my current helpdesk?
No. If your team works in Zendesk, Freshdesk, HubSpot, Gorgias or Help Scout, connect it and each hand-off opens a ticket there, so your team answers from the tool it already uses. Without a helpdesk, the hand-off emails and the Inbox cover it. Each agent connects one helpdesk.
How does chatbot human handoff work?
When a visitor asks for a person, the agent offers live chat if someone from your team is online, and a hand-off by email otherwise. For the email it asks for the address to reply to and sends nothing until the visitor agrees. Your team gets a summary and the transcript, so the visitor doesn't have to repeat themselves.
What does a ticket contain?
A subject with the agent's name and the visitor's first message, the visitor as the requester, the agent's hand-off summary, an AI-written summary in three to five points, the page and country when known, the last 30 messages and a link to the conversation. Your ticket fields are added on top.
Do helpdesk replies sync back to intoCHAT?
No. One ticket is opened per conversation, and replies, status changes and notes in the helpdesk don't come back to intoCHAT, so your team answers the visitor from the helpdesk. The transcript in intoCHAT shows the ticket number with a link that opens it.
What if nobody from my team is online?
With hand-off by email on, the agent offers to pass the conversation on by email. If live chat is on and nobody joins within 5 minutes, it tells the visitor that nobody could join right now and offers the email hand-off. With only live chat on and nobody online, it doesn't offer a person at all.
Which plan do I need?
Hand-off by email, live chat, helpdesk tickets and the Inbox are on every plan. Teammates need seats: Free has the owner only, Starter includes 2 team members and Pro 5. Saved replies and satisfaction emails start at Starter; inbox triggers, routing and live translation at Pro.
Can the agent learn from our solved tickets?
Yes, from Starter. An agent can import solved Zendesk and Freshdesk tickets as knowledge: up to 200 tickets per agent on Starter, 1,000 on Pro and 5,000 on Enterprise. Imported tickets count toward the agent's training characters.
Give your AI agent a way to your team
Create your agent free, switch on hand-off by email and live chat, and ask for a person from your own site to see what your team receives.
Create your agent freeFree plan, no credit card needed.