What it is
The AI answers first. Your team takes the cases that need a person.
Human handoff is the moment AskSpot’s AI Chat Agent passes a conversation to a person on your team. The Agent recognises when a case should go to a human – the shopper asks for one, or it can’t resolve the question from your store’s data – and opens your store’s own live chat with the conversation and a summary. Your team keeps working in the tool it already knows.
Step 01
The shopper asks for help
The Agent recognises that the conversation should go to your team.
Step 02
The handoff button appears
“Chat with our team” shows in the chat – only during your store’s service days and hours.
Step 03
Your live chat opens
The AI chat minimises and your live-chat window opens, with the conversation passed over.
01 · Your live chat
Works with the live chat already on your store
AskSpot sits in front of your live-chat tool instead of replacing it. The Agent answers what it can, and when a person is needed it steps aside and opens the live chat you have installed.
- Thulium, Freshdesk, LiveChat, SALESmanago, edrone and Pubble supported
- Your agents keep their tool, their queue and their routines
- Another live chat? We can prepare the integration
Thulium
SALESmanago
Freshdesk
LiveChat
edrone
Pubble
spot02 · Context travels with it
Your agent sees the whole conversation and a summary
The handoff carries everything the shopper already said, plus a short summary, so the person taking over starts where the Agent stopped. The shopper never has to explain the problem twice.
- The full conversation is passed to your live chat
- A short summary for a quick start
- No “how can I help you?” restart for the shopper
03 · Service hours
The button shows only when your team is there
You set your store’s service days and hours once in the panel. The “Chat with our team” button appears only inside that window, so a shopper is never sent to an empty queue.
- Service days and hours set in the panel
- No handoff to a team that’s offline
- Outside those hours, the Agent keeps answering on its own
spot04 · After hours
After hours, a ticket instead of a dead end
When nobody is online, the Agent collects the shopper’s details in a short form inside the chat and sends the case to your helpdesk as a ticket – already categorised and summarised. Whoever starts the next shift picks it up without asking again.
- A contact form inside the chat window
- A categorised, summarised ticket in your helpdesk – e.g. Thulium
- Some stores offer a callback request instead
Why it matters
The AI takes the routine. Your team takes what needs judgement.
Most conversations are product, order and policy questions the Agent resolves on its own, at any hour. The rest – a complaint, a payment problem, a large business order – reach a person with their context intact. Your team spends its time on the cases that need it, and a shopper who asks for a human gets one.
See the handoff on your store
Start a free trial and connect the Agent to your store – or book a demo and we’ll set up the handoff with the live chat you already use.
Available in
The AI Chat Agent
Human handoff is part of the AI Chat Agent on your storefront – the same Agent that searches products, tracks orders and answers in 200+ languages, and knows when to bring your team in.
spotProof
Stores where the AI answers first
How Morele.net cut customer service costs by 90%
Morele.net cut support costs 90%, from 50 agents to 5. AskSpot resolves 65% of its 37,600 monthly chats with no human and answers Allegro questions too.
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How Militaria resolves 72% of chats in 8 languages
Militaria.pl runs AskSpot across three domains in eight languages: 61% recommendation click-through, 26% add-to-cart after a chat, 72% resolved with no human.
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How 4FIZJO resolves 61% of customer chats with AI
AskSpot's AI Chat resolves 61% of 4FIZJO's 21,360 monthly chats with no human across 6 markets; its Inbox Agent auto-resolves 25% of email tickets.
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How Ogrodosfera turns garden questions into €412,000 a month
A pergola is bought on specs, not on a whim. Ogrodosfera's AskSpot Agent answers dimensions, materials and wind ratings – €412,000/mo in chat orders.
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How PHH Group handles 56,000 marketplace chats a month
PHH Group runs AskSpot across pigu.lt, 220.lv, kaup24.ee and hobbyhall.fi – 56,000 conversations a month, 43% in the native apps, 55% resolved by AI.
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How Senetic turns 19.5% of technical IT chats into cart-adds
Senetic's AskSpot Agent answers port, PoE and compatibility questions across seven European storefronts. 19.5% add to cart, 8.1% buy, 62% resolved by AI.
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See every story
Every merchant we have measured – what shoppers asked, what the agent did, and the numbers it moved.
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Testimonials
What our customers say
“AskSpot enables us to provide superior support for Ariston customers at every stage – from pre-purchase advice to post-sale and service assistance. Equally important, Ariston benefits from the valuable insights AskSpot delivers about customer preferences, which help us continuously improve the customer experience.”
“AskSpot is a revolutionary solution for us. We provide our customers with the key information they need instantly while simultaneously reducing the workload of customer service.”
“AskSpot has significantly improved customer service in our stores. The assistant not only searches the product catalog and helps customers choose the right hardware, but also automatically checks the status of orders and complaints – relieving the team and shortening response times.
The greatest value for us is the scalability of the solution and the ease of integration with additional stores and markets. We treat AskSpot as a strategic component of our customer experience development and sales automation.”
“We have been impressed by how AskSpot delivers a seamless experience for our customers while remaining incredibly intuitive for our own team to manage.
Beyond the ease of use, the detailed analytics and reports are of enormous value – they help us make better decisions around customer satisfaction. Behind AskSpot stands a team that puts innovation first and keeps developing the product to match changing business needs.”
“I really like how easy it was to configure and launch AskSpot. … It presents products nicely, it features the most important product attributes, and the add to cart button within the chat really helps shorten the customer’s purchase journey. The AI quickly finds and suggests the best product to customers, saving a lot of time compared to humans.”
“At GadziSklep, customers often need more than product information – they’re looking for specific advice on keeping their animal. AskSpot helps them choose the right products for a given species, answers their questions and guides them through the range even when our team is already off. That lets us stay available to customers almost around the clock, without losing service quality. It’s a solution that brings knowledge, advice and sales together in one place.”
See every testimonial
Read what the e-commerce teams who put AskSpot live say about working with it.
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FAQ
Human handoff – questions answered
What is human handoff in AI chat?
It’s the moment the AI chat passes a conversation to a person on your team. With AskSpot, the AI Chat Agent recognises when a case needs a human, then opens your store’s live chat and passes on the conversation with a summary.
Which live-chat tools does AskSpot work with?
Thulium, Freshdesk, LiveChat, SALESmanago, edrone and Pubble are supported, and other live chats can be integrated on request. The live chat needs to be installed on your store already.
Do I have to switch my live-chat tool?
No. The Agent works in front of the tool you already use, and your team keeps its tool and its queue.
When does the Agent hand a conversation over?
When the shopper asks for a person, or when the Agent can’t resolve the case from your store’s data. You can also add store-specific instructions for topics that should always go to your team, such as complaints or large business orders.
What happens outside our service hours?
The handoff button shows only during the service days and hours you set. Outside them the Agent keeps answering, and when a case needs a person it collects the shopper’s details in a form and sends the case to your helpdesk as a categorised, summarised ticket.
Can our agent reply inside the AskSpot chat window?
Where your live-chat platform allows it, yes – your agent joins the same window, so the shopper never switches. This runs with Salesforce live chat today; other platforms are scoped store by store.