Skip to main content

Human handoff to Slack

AI shouldn't handle everything. When a conversation needs a human — the agent is unsure, the customer asks for a person, or one of your escalation rules fires — OneChat pings your team in Slack with the full conversation attached. You jump in exactly where the AI left off, and the customer never repeats themselves.

Connect Slack​

  1. In the OneChat dashboard, open Settings → Slack → Connect.
  2. Authorize the OneChat app for your Slack workspace.
  3. Choose the channel where escalations should land (e.g. #support-escalations).
  4. Send your agent a test message like "I want to talk to a human" — an escalation should appear in the Slack channel.

What triggers a handoff​

  • The customer asks for a human, in any language.
  • The agent is unsure — it would rather hand off than guess.
  • Your rules in the agent's instructions fire, e.g. "escalate any refund request over $200" or "escalate if the customer sounds upset."

What your team sees​

Each escalation message in Slack includes:

  • The channel the conversation came from (LINE, WhatsApp, Instagram, …).
  • The full conversation history, including transcribed voice notes.
  • A link to open the conversation in the OneChat dashboard and reply.

Replies you send from the dashboard go out on the original channel, from your brand's account. While a human is handling the conversation, the agent stays out of the way.

tip

Unlimited team members are included in every plan, so invite everyone who might ever need to jump in — pricing is based on conversations, never on seats.