Two triggers
- Visitor asks. "Can I talk to someone?" — AI politely confirms and pings.
- AI escalates. Pre-configured triggers — pricing detail, contract questions, "I want to cancel" — auto-escalate.
Where the ping lands
Connect a Slack channel and/or a teammate's email. The notification carries the full transcript so far, plus the visitor's page context. Whoever responds first picks up the thread inside CRM Chat.
Hours-aware handoff
Outside business hours, the AI doesn't ping live — it offers to book a time instead. Calendar shows next available slots, visitor picks, calendar invite goes out.
Continuity
If a human is busy and the visitor comes back later, the AI greets them by name with the prior context intact ("welcome back, do you want to continue where we left off?").