Human handoffPart of every chat agent

Hard questions go to your team, with the whole chat

When a question is tricky or sensitive, or the customer asks for a person, the chat agent passes it to you with a short summary. Nobody has to explain twice.

Get your chat agent

Fern & Fold help

Online now

My linen tablecloth just arrived and there's a tear along one edge. Order FF-2041.
Ask about orders, returns, sizes...

Team inbox

All clear

Wholesale question · replied yesterday

Custom size quote · replied Mon

What you get

The agent handles the everyday questions. The ones that need judgement come to you, ready to answer.

  • It knows when to step back

    A question your pages don't answer, a topic you marked sensitive, or a customer who simply asks for a person.

  • Your team gets the whole story

    The full chat, a two-line summary and the customer's email land in your inbox together.

  • The customer knows what's next

    The agent tells them a person will reply by email and roughly when, based on your opening hours.

Fern & Fold help

Can I talk to a real person about a custom size?
Of course. I've sent our chat to the team. You'll get an email from them by 5 pm today.
Customer asked for a person

How handoff works

We set the rules with you during setup and adjust them in the monthly review.

  1. RefundsComplaintsCustom orders
    1

    You pick the topics

    Tell us what always needs a person, like refunds, complaints or custom orders. We also set your reply hours.

  2. Needs a person: refund request
    2

    The agent spots them in chat

    When a chat touches one of those topics, or the agent is unsure, it tells the customer a person will follow up.

  3. Reply sent by Sam
    3

    You reply from your inbox

    The chat, the summary and a suggested reply arrive by email. Change what you like and send it.

What lands in your inbox

An example from Fern & Fold, a made-up linen shop. One email per handoff, with everything you need to reply in a minute.

DR

Dana R.

dana@example.com· Order FF-2041

Needs a person

Summary

Dana's linen tablecloth from order FF-2041 arrived with a tear along one edge. She hasn't said yet whether she wants a replacement or a refund.

Reason: damaged order, on your always-hand-off list

Full chat

Hi, my linen tablecloth just arrived and there's a tear along one edge.

I'm sorry it arrived like that. What's your order number?

FF-2041

Thanks. Let me get someone from the team. They'll see this whole chat, so you won't have to explain it again.

Suggested reply

Hi Dana, I'm sorry your tablecloth arrived torn. We can send a replacement today, or refund you in full if you'd rather. Just reply with which you prefer. Sam at Fern & Fold

Drafted from: Damaged items policySend reply

Always hand off

Chats about these go straight to your team.

  • Refunds
  • Complaints
  • Custom orders
  • Damaged or missing items
  • Customer asks for a person
  • Questions the agent can't answer

Questions about handoff

Something we missed? Email hello@helpdock.com and a person will answer.

To the email address you pick during setup, so they sit with the rest of your customer mail. Each email has the full chat, a short summary and the customer's contact details, and you reply to the customer straight from it.

Let tonight's questions get answered tonight

Ask the demo bot a few things, then tell us about your website. Setup is $900, then $299 a month.

Woman wearing glasses smiles at her smartphone

11:52 pm

Your order left this morning. The tracking link is in your shipping email, and it should arrive Thursday.

From: Orders and delivery FAQ
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