When the chatbot hands over to your team | Civio Civio Assist Knowledge Base [Skip to content](#main) [ ![Civio Civio Assist Knowledge Base](/civio-light.svg) ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io) [Product documentation](/articles) [Release notes](/releases) [ Support portal ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) Toggle navigation [Product documentation](/articles) [Release notes](/releases) [Support portal](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) 1. [Home](/) › 2. [Product documentation](/articles) › 3. [How the chatbot works for your users](/articles?category=3) › 4. When the chatbot hands over to your team When the chatbot hands over to your team ======================================== Updated 3 weeks ago · 3 min read Search Search The chatbot will not be able to answer everything, and it should not try. When a question goes beyond what it can handle, it can point the user to a person instead. Hand-off is set up per chatbot, on request, and only some bots have it. What follows may not apply to yours. To check what your bot does, try it in the **Bot preview** or ask your Civio representative. Offering a hand-off ------------------- A chatbot can be set up to offer a hand-off when it is not confident it can answer well. Rather than guessing, it tells the user it cannot help with this one and points them to somewhere that can. A hand-off is also offered when a user asks to speak to a person directly, without the chatbot first trying to answer the question itself. A request to be put through to staff, to be contacted by your support team, or to lodge a complaint is treated as the request it is. The wording of that offer is configurable, so it can match your service's tone and name the right team. ![The chat window showing the chatbot offering to raise a support request, and the form that opens when the user accepts](https://assist.knowledge.civ.io/storage/wYPlDsoN1YMqA6zXGM0cvN1JVpr6nQJU0Fwja3FR.png) Sending users to the right place -------------------------------- The chatbot can also redirect users to a specific destination when a question calls for it. Destinations can include: - A contact or support page on your website. - A feedback or suggestions form. - A phone number. - An email address. Redirects can be mapped to particular kinds of request, so a question about making a complaint can go somewhere different from a general enquiry. Passing a request to another system ----------------------------------- A hand-off does not have to end with a link. A chatbot can also pass the user's request straight through to a system your organisation already runs, so the user does not have to start again somewhere else. In practice the chatbot collects what it needs through an escalation form in the chat window, then posts that to a dedicated endpoint. The endpoint might raise a ticket in your support system, lodge a request in a customer service platform, or hand off to a third-party API. Each of these is built for one organisation and one destination, so there is no standard integration to switch on. Civio scopes the endpoint, the fields and how the request is handled with you first, then sets it up for your bot. Setting it up or changing it ---------------------------- Hand-off and redirect behaviour is configured by the Civio team. To set it up or change it, contact your Civio representative with: - The destinations you want, as full web addresses, phone numbers or email addresses. - Which kinds of question should go to each one. - The wording you want the chatbot to use when it offers the hand-off. - Whether requests should be sent into one of your own systems, and where. Check the destinations still work whenever your website changes. A redirect pointing at a contact page that has moved sends users to a dead end, and the chatbot has no way of knowing. Was this article helpful? ------------------------- Your feedback helps us prioritise what to rewrite. Yes No [ Back to How the chatbot works for your users ](/articles?category=3) On this page ### Still need help? Raise a request in the support portal and track it to resolution. [ Submit a support request ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) **Need additional help?** Contact our support team at [help@assist-support.civ.io](mailto:support@civ.io) © 2026 [Civio](https://civ.io)