Capture leads and hand off to a human

Three different mechanisms around visitor contact

Wavize can request contact at the start, automatically detect details explicitly typed, and accept a contact or handoff request. These options do not retrieve hidden data: they record what the visitor provides within the configured flow.

Human handoff is available according to the plan and may be always on or scheduled. A transferred conversation remains visible in the inbox, where the team can reply and later return control to AI.

Data protection
Request only necessary fields, display the privacy notice and use a policy URL belonging to your organization.

Choose when to collect

The best setting depends on the service and acceptable friction.

• Contact at start

  Useful when follow-up is essential, but it may reduce conversations. Test the form on mobile and explain why details are requested.

• Automatic detection

  It detects an email or phone number voluntarily typed in the conversation. It does not replace consent or format validation and must not be presented as enrichment.

• Contact request

  Enable it when the assistant should offer a callback or follow-up. Configure a recipient address monitored by your team.

Configure handoff and schedule

Choose Always for a continuously available team, or Schedule to match real coverage.

1. Timezone

   Select the team timezone, not the computer timezone during setup. Time slots are interpreted in this timezone.

2. Daily slots

   Define morning and afternoon ranges for each actually covered day. Leave a day closed rather than announcing impossible availability.

3. Outside-hours behaviour

   Test what visitors see: contact collection, response-time information or AI continuation. Do not promise an immediate answer when nobody monitors the inbox.

Handle a transferred conversation

The inbox shows handoff states and human messages.

1. Acknowledge

   The agent takes over with a clear human reply. Avoid multiple members replying simultaneously by checking active state.

2. Keep context

   Review recent messages, contact and originating page. Do not ask visitors to repeat information already present unless verification is necessary.

3. Return to AI

   Use the dedicated action when human intervention is complete. Inform visitors if the transition may surprise them, then check a new question receives an automatic response.

Complete acceptance scenario

Test with a test address and delete it afterwards according to your process.

• Collection — Field, notice and policy link are understandable.
• Notification — The correct recipient receives the request and the conversation appears.
• Takeover and return — A person replies, then AI resumes only after explicit action.