Human Handoff to a Shared Team Inbox.

Three ways: the chatbot abstains because your content can't answer the question, the topic is sensitive or out of scope, or the visitor asks for a human. In each case the conversation moves into your team inbox with its full context attached.

The full message history, the sources the chatbot referenced, an AI-written summary of what the customer wants, and the reason for the handoff — so your agent picks up informed instead of starting from scratch.

You set a response-time target. When a conversation is handed off, Zurvo starts an SLA clock, records the first human response, and flags conversations that breach so your team can work the at-risk ones first. An SLA queue and analytics surface breaches.

Zurvo emails the owner with a link to the conversation and can post to Slack via an incoming webhook when enabled. Both carry the visitor info and AI summary so your team can triage before opening the dashboard.

Yes. Internal notes are visible only to your team inside a conversation — use them to hand off between agents, flag account history, or loop in a specialist. They're never shown to the visitor.

Handed-off conversations land in a shared inbox organized into queues: Needs human (waiting to be picked up), Mine (assigned to you), SLA (breaching or due against your response target), and Resolved (closed, kept for review). Your team can claim a conversation from the shared queue or assign it to a specific agent, and mark it low, normal, high, or urgent so the important ones rise to the top. Saved replies standardize answers to recurring situations and insert in one click.

In a basic chatbot, talk to a human is the button you hit after the bot has already wasted your time. In Zurvo, handoff is the intended behavior for anything the chatbot can't answer from your content — it carries full context so nobody starts from scratch. See how the bot decides in Grounded AI.

Agents get a focused workspace; team leads get SLA visibility, priority, clear ownership, and a queue-and-response scorecard; and support leadership gets a feedback loop — the questions the chatbot hands off today reveal tomorrow's content gaps, surfaced in AI Insights. Who can see and act on what is governed by roles — see Team and Roles and Security and Control.

It's not a full-featured ticketing suite — Zurvo's inbox resolves handed-off conversations well with queues, SLAs, assignment, and notes, but not every workflow a dedicated enterprise help desk has. Slack is a notification, not a two-way inbox: you get notified in Slack but reply to the customer from the Zurvo inbox where the context lives. And SLAs are targets, not guarantees — Zurvo tracks and flags breaches so your team can act, but it doesn't staff your queue.

Every handoff is a signal. A cluster of escalations on the same topic is a content gap; fill it and those questions get handled next time. Over time the chatbot absorbs more of the volume and your team spends its hours on the conversations that genuinely need a person — which is the whole point of agent assist.