Hi there,

You now have a choice in how AI Agent hands conversations over to your team on Chat: shoppers can confirm before the handover happens, or the handover can start right away as before.

How it works

With confirmation on (the default), when AI Agent decides a conversation needs a human, it asks the shopper first: "Would you like to talk to a human?" Shoppers confirm and get connected, or keep chatting with AI when it can still help them.

With confirmation off, handovers happen directly, exactly as they do today.

Why it matters for you

👉 More conversations resolved by AI. Shoppers who the AI can still help no longer get pulled into a human queue — early testing showed fewer unnecessary handovers on accounts with the feature on.

👉 A smoother experience for your shoppers. They get a clear reason for the handover, the wait time, and a choice — instead of an abrupt switch.

👉 Nothing changes when a human is genuinely needed. If a shopper asks for a person, or AI can't help, the handover happens as usual either way.

You're in control

Confirmation is on by default, but it's your call — you can switch to direct handover anytime in [Settings → AI Agent → Chat].

Learn more about handover confirmation.