Human Handoff

When a flow reaches a Handoff to a person card, the bot stops answering and a person on your team owns the conversation. This page is what happens in between.

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Being Available

Two separate things have to be true before anyone is handed a chat:

1. They are online — a CallKaro dashboard is open. Detected automatically, and it lapses about two minutes after the last sign of life.
2. They have said they are taking chats — the Available toggle on the Contacts dashboard.

Both are required, and deliberately so. Being online only means a browser tab is open, which is not consent to be handed a customer. Being available without being online means somebody opted in last Tuesday and went home.

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Who Gets The Chat

The least loaded available person — whoever is currently holding the fewest open conversations. Least-load rather than a rotation, because a rotation hands the next chat to whoever is next in line whether or not they are already juggling five. This levels out on its own. Each person holds at most 10 open chats. That cap is real: without it one person quietly absorbs the whole queue and “assigned” stops meaning “somebody is actually reading this”. If nobody qualifies — or you are outside your business hours — the conversation goes down the ticket path instead.

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Answering

The conversation appears in Contacts with an assigned badge, and a composer under the transcript.

• The visitor sees your reply immediately — no refresh, on either side. The same is true in reverse: what they type appears in your transcript as they send it.
• Everything the flow collected is listed beside the transcript, plus the note from the handoff card.
• Every reply records who sent it, so a transcript shows the bot’s messages and each teammate’s separately.

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What Each Side Can Send

Limits on what a visitor can upload are on the introduction page.

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Replying On Another Channel

If the contact is reachable on more than one channel, the composer lets you choose which one to reply on. It defaults to the channel the last message arrived on, which is almost always what you want — answering a widget chat on WhatsApp because that is what the picker happened to be set to is a real way to confuse somebody.

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Translation

The transcript can be translated in your browser, so a teammate can read and reply across a language barrier. It runs on the device — nothing is sent to a translation service — and only languages your browser actually supports are offered.

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Private Notes And Events

The timeline carries two things the visitor never sees: Both are stored separately from the conversation itself, which is what keeps them out of the visitor’s transcript and out of their conversation list. A visitor replaying an old chat sees only what was actually said to them.

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Ending It

End chat on the conversation hands the visitor back.

• If the handoff card has an exit wired, the visitor lands on that card and the bot carries on from there — a good place for “Anything else?”.
• If it does not, the visitor gets your account’s end-of-chat message and the conversation closes.

Those two are exclusive. A wired exit means the flow author has already said what happens next, so the account’s end message is not used as well — two closing messages is one too many. Set that message under Chat routing. Either way the assignment is released, an event is written to the timeline, and the person’s capacity frees up. That timer is off by default — set it under Chat routing.

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What This Does Not Do Yet

Worth knowing before you design a process around it:

• No routing to a team, a skill or a priority. A handoff goes to the whole account. You cannot send fraud cases to one group and billing to another.
• No transfer between teammates. A conversation can be ended, not passed on.
• No idle timeout on the visitor’s side.
• No CSAT prompt when a chat closes.

If you need any of these, say so — they are on the list, and knowing which one you need decides the order.

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Next Steps