Templates

Template: handing a live chat to a person

A hand over message tells the visitor that a person will take over, when, and what happens next, so they do not have to repeat themselves. It should come with the details already collected. Below are three versions: during working hours, after hours and for a complaint.

Published by Sellinger AI. Numbers and settings checked on 24 October 2026 against the fact register. Report an error.

The text

Placeholders in square brackets are yours to fill. The wording is ours, not a quote from a customer.

Version 1: during working hours

Thanks, [first name]. This one needs a colleague, so I am passing your question to [name or team] now, with everything you told me. They usually reply within [time].

Version 2: after hours

Thanks, [first name]. Our team is offline until [time] [time zone]. I have passed your question on with your details, and someone will reply to [email or phone] then.

Version 3: a complaint

I am sorry this happened, [first name]. I have passed it to [name or team] with the details you gave me, and they will contact you [when].

Why each line is there

Line by line
Line	Why it is there
Say a person will take over	Honest about the switch.
With everything you told me	Promises the visitor will not have to repeat themselves.
A real time frame	Only a time your team can keep.
Where the answer will come	Email or phone, so they know where to look.

What it measured

No data yet. Sellinger has not measured results for this exact text, so this page makes no claim about replies, meetings or revenue. Measured campaigns are in the case studies.

When not to use it

When the agent could answer from the knowledge base; hand over only what it cannot answer.
When you cannot keep the time you promise.

How to use it in Sellinger

A campaign can run in approval mode, where every message waits for a person to approve it, or send automatically. A person can take over any conversation, and the agent stops on its own when it cannot answer, for example a price it has no answer for. Write the hand over cases, such as complaints or custom quotes, as needs attention rules, and the conversation is flagged for a person. See take over a conversation.

Common questions

When should a chatbot hand over to a person?

When it cannot answer from the knowledge base, for complaints, refunds and custom quotes, and whenever the visitor asks for a person.

What should be collected before the hand over?

The question, the visitor's name and the contact detail where they want the answer.

Should the bot say it is automated?

Being open about it builds trust, especially at the moment of hand over.

Sources and method

Wording is ours. Sellinger behaviour from the fact register, checked 24 October 2026.