Seamless AI to Human Handoff
When AI reaches its limits, seamlessly hand off to your support team. Use our built-in Agent Portal or integrate with Zendesk, Intercom, Freshdesk.
How Support Integration Works
AI handles simple questions, humans handle complex ones
AI Handles First
Your AI assistant answers common questions instantly using your knowledge base. Most visitors get help without human intervention.
Detects Escalation
When AI can't answer, or the visitor requests a human, the system automatically triggers an escalation to your support team.
Sends Full Context
The entire conversation, visitor info, and page context are sent to your support system via webhook. Agents see everything.
Agent Takes Over
Your support agent responds directly in the chat widget (two-way) or in their own tool (one-way). The visitor gets help fast.
Built-in Agent Portal
Your team can handle live chats directly from IncrediChat - no Zendesk or Intercom subscription required. Monitor conversations, take over from AI, and chat with visitors in real-time.
Live Chat Monitoring
Watch conversations in real-time. See what visitors are typing and how AI responds.
One-Click Takeover
Take over any conversation instantly. Offer human support proactively or when AI struggles.
Real-time Messaging
Instant message delivery via WebSocket. Typing indicators and presence detection included.
Team Queue Management
Shared queue for your team. Any available agent can accept escalated chats.
Agent Portal
3 OnlineConfigurable Escalation Triggers
You control when conversations get escalated to your team. Configure triggers per widget to match your support workflow.
AI Can't Answer
When the AI doesn't have enough information to provide a helpful answer, it automatically escalates to a human.
User Requests Human
Detect phrases like "talk to a human" or "speak to an agent" and immediately connect to your team.
Custom Phrases
Define your own trigger phrases specific to your business. Configure different triggers for different widgets.
Escalation Settings
Two-Way Communication
Agents can reply directly in the chat widget, creating a seamless experience for your visitors. No need to switch to email or phone.
Real-Time Messaging
Agent messages appear instantly in the visitor's chat widget via SignalR.
Full Transcript Access
Agents see the complete AI conversation before taking over. No context lost.
One-Way Option Too
Prefer to respond in your own tool? Use one-way mode to just receive notifications.
Support Dashboard
ConnectedChoose How to Handle Escalations
Use our built-in Agent Portal or connect to your existing tools
Agent Portal
Built-in live chat for your team. No external subscriptions needed.
Zendesk
Create tickets automatically with full conversation context
Intercom
Route conversations to your Intercom inbox seamlessly
Freshdesk
Escalate to Freshdesk agents with visitor details
Custom Webhooks
Build your own integration with our webhook API
Powerful Webhook API
Build custom integrations with any system. Our webhook API sends rich event data with HMAC-SHA256 signatures for security.
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Secure Webhooks
HMAC-SHA256 signatures verify webhook authenticity
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Automatic Retries
Failed deliveries retry with exponential backoff
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Delivery Logs
Track every webhook delivery in your dashboard
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Two-Way API
POST messages back to the chat via REST API
{
"event": "conversation.escalated",
"timestamp": "2024-01-15T10:30:00Z",
"data": {
"conversationId": "ic_conv_abc123",
"trigger": "ai_cannot_answer",
"visitor": {
"name": "John Smith",
"email": "john@example.com"
},
"transcript": [
{"role": "user", "content": "..."},
{"role": "assistant", "content": "..."}
],
"callbackUrl": "https://api.incredichat.com/api/agent/message"
}
}Available on Business+ Plans
Support Integration is available on our Business and Enterprise plans. Includes unlimited integrations, webhook deliveries, and two-way communication.
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