Routing live chats to your team

When a conversation needs a human, AnswerRidge routes it to an available agent. You control how.

Handoff triggers

• The customer explicitly asks for a person.
• The AI's confidence falls below your threshold.
• A procedure instructs the AI to escalate.

Assignment modes

• Round-robin — distribute evenly across online agents.
• Manual — drop into a shared queue; agents claim chats.
• By department — route based on topic or the page the customer is on.

Availability

Agent presence (online/away) decides who's eligible. If no one is online, the chat is captured as a ticket and the customer is told you'll follow up by email. Set business hours so expectations are clear.

See Assignments, SLAs & automation for the full ruleset.