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The AI answers first. When a customer needs a person, the conversation goes to your team in the Inbox with the full chat history.
The AI agent page, Team inbox tab, with the live chat checklist, the Hand chats to your team switch, working hours and routing settings.

The Team inbox tab, with sample data: live chat checklist, working hours and routing.

Reply-time targets with reply and resolve times for each ticket priority and a live chat first reply target of 5 minutes.

Reply-time targets for tickets and waiting chats.

Live chat is part of the Pro plan (and the 7-day trial). On Starter, a customer who asks for a person is never transferred live: the AI offers the contact form and opens a ticket, and your team follows up from Tickets. On Starter the Hand chats to your team switch shows as Pro only.
Everything about live chat is on the AI agent page, in the Team inbox tab. A Live chat checklist at the top shows what still needs you, such as turning live chat on, inviting a teammate, setting working hours or going online. Owners and admins can change these settings. When you change live chat, working hours, routing or the offline message, click Save changes in the Unsaved changes bar.

Live chat settings

  • Hand chats to your team: when it’s on, a customer who asks for a person goes to your team in the Inbox. Turn it off and the AI handles every chat.
  • Use working hours: when it’s on, a person is offered only during your hours. Outside them, the AI keeps helping. Set the Time zone and tick the days in the weekly schedule, with an opening and closing time for each. The same hours apply to AI after hours on the Email and WhatsApp tabs.

Routing

Routing applies to every AI agent in your workspace. Only owners and admins can change it; other teammates see the settings but can’t edit them.
  • Who gets new chats:
    • Everyone at once: every online teammate sees the chat. The first to take it gets it.
    • Take turns: chats go to online teammates one after another. This is the default.
    • Least busy teammate: each chat goes to the online teammate with the fewest open chats.
  • Move on if not accepted within: 30 seconds, 1, 2, 5 or 10 minutes (1 minute by default). The chat then moves to the next online teammate. If nobody else is online, it waits in Waiting for anyone to take it. This isn’t used with Everyone at once.

When nobody can take the chat

This applies outside your working hours, or when nobody on your team is online.
  • What the AI says: what the AI tells a customer who asks for a person. Leave it empty to use the text shown.
  • Then:
    • Create a ticket: if ZynfoAI has the customer’s email or phone, a ticket is opened and they get its number. Otherwise the customer is asked for one.
    • Just log it: no ticket is created. The request stays in the chat history.
    Either way, the AI keeps helping in the chat.
  • Follow-up note (optional): added to the chat when the request is logged, with the ticket number if one is created. Leave it empty to use the text shown.

Team availability

Owners and admins see Who’s online right now. A teammate gets new chats only while their status is Online (or Busy, when no one is Online) and their dashboard is open. Each person sets their status (Online, Away, Busy or Offline) in the Inbox.

Reply-time targets

Reply-time targets say how fast your team should answer. Tickets and waiting chats then show what is due soon and what is late. They are on by default, and owners and admins set them under Reply-time targets in the same tab.
  • Use targets: turn it off and tickets and chats show no due times.
  • Tickets: for each priority, pick Reply within and Resolve within. The defaults are: The reply clock stops at your first email to the customer. Internal notes don’t count. The resolve clock pauses while a ticket is Waiting on customer.
  • Count only working hours: the ticket clocks run only in your working hours. Save working hours first.
  • Live chat: first reply within: 5 minutes by default. A chat in Waiting turns red in the Inbox after this long.
Click Save targets to save. This section saves on its own, apart from Save changes.

What starts a handoff

  • The customer asks for a person, for example “talk to a human” or “I need an agent”.
  • The customer keeps insisting after the AI has answered.
  • The AI can’t answer twice in a row.
  • A workflow step hands the chat over. See Workflows.

Who gets the chat

1

A teammate is picked

ZynfoAI follows Who gets new chats. By default, it gives the chat to one online teammate at a time, taking turns.
2

Take over in time

The chat shows in Waiting and in the teammate’s Mine folder. They click Take over. If they don’t within the time you set, it passes to the next online teammate.
3

Reply

The AI stops replying while you have the chat. You see the whole conversation, plus the handoff reason and priority under Live chat handoff in the customer panel.
You don’t have to wait for a handoff: you can Take over any chat the AI is handling. Owners and admins can also take over a chat from a teammate.

Actions in a chat you’re handling

  • Convert to ticket: save the request as a ticket to follow up later. See Tickets.
  • Transfer: pass the chat to another teammate, with an optional note.
  • Hand back to AI: the AI agent answers this customer again.
  • Mark resolved: end the conversation and move it to Resolved.
The Transfer conversation dialog with a teammate chosen, a note for the teammate and Cancel and Transfer buttons.

Transfer: choose a teammate and add a note.

When a person isn’t available

Outside your working hours, or when nobody on your team is online, the customer sees what you wrote under What the AI says. What happens next follows Then: a ticket is created if you chose Create a ticket and ZynfoAI has the customer’s email or phone, and the customer gets its number. If ZynfoAI has neither, the customer is asked for an email or phone in a short contact form first.