Conversations and human handoff
How conversations the AI can't handle are handed off to your team, how they're assigned, and how agents respond on the Conversations page.
Conversations are handed off to your team when a customer asks for a human, AI determines a human is needed, or the AI quota runs out.
Choose how to hand off to a human
In "Bot settings → Human handoff", choose:
| Method | Suitable for |
|---|---|
| Handle in the Yinke dashboard | Your team replies to customers directly on the "Conversations" page |
| Push to my system | You already have your own customer service system; receive via webhook and reply via open API |
| Notify both | Both sides receive it at the same time; whoever replies first takes over |
| Off | When AI can't answer, only send a fallback message |
Assignment rules
Conversations handed off to the dashboard are automatically assigned to online agents:
- Assign to the least busy agent (default): among agents who are online and haven't reached their concurrent chat limit, assign to the agent with the fewest active conversations.
- Round robin: online agents are assigned one at a time in order.
- Agents claim conversations themselves: no automatic assignment; all agents receive a notification, and whoever clicks "Accept" first handles the conversation.
Agents switch between Online, Busy, and Offline in the avatar menu in the bottom-left corner. Closing the dashboard page also counts as offline. Each person's concurrent conversation limit is set on the "Team" page. If the assigned agent doesn't reply within the set time (default 2 minutes), the conversation is reassigned to the next agent. When all agents are at capacity, customers wait in a queue, and the chat window shows how many people are ahead.
Handle conversations on the "Conversations" page
- Filter by status on the left: Assigned to me, Waiting for human, In progress, Handled by AI, Closed, Negative ratings.
- On the right is the customer profile: previous conversations, order number, tags, and notes.
- When done, you can hand it back to AI so AI can continue answering; or you can end the conversation directly.
When a customer uses another language, messages are automatically translated into your language, and your replies are automatically translated into the customer's language before sending. See Agent tools.
Conversation closure and ratings
Customers, agents, or AI can all end a conversation. After it ends, the customer is asked to rate it as satisfied or dissatisfied and can leave a comment. Conversations with negative ratings are listed separately for easy review.
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