How does live agent handoff work?

Live Agent Handoff

When a visitor says things like "talk to a human", "live agent", or "customer support", AURA automatically triggers a handoff.

What happens

1. The bot sends a friendly "connecting you to an agent" message to the visitor.
2. The conversation moves to your Live Agent queue at /agent/dashboard.
3. Your agents receive a real-time notification (and optionally a Slack notification with a Claim button).
4. An agent clicks Claim to take over the conversation.
5. The agent replies directly in the AURA dashboard — messages appear in the visitor's chat instantly.
6. When resolved, the agent clicks Resolve and the conversation is closed.

Agent statuses

• Online — available to take conversations
• Away — will still receive escalation notifications
• Offline — will not receive notifications (cannot go offline with active conversations)

Escalation schedule