Chatbot to human handoff, with the reply already written
When a chat needs a person, Ivy passes it to your shared inbox with a summary and a drafted reply, and tells the shopper when to expect you.
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- It lands in Needs you: With the shopper's name, what it's about, the money at stake and how long they've waited.
- Read the summary, not the thread: Ivy's summary sits on top of the conversation, with the reason she handed it over.
- The reply is already drafted: Send it as it is, edit it, or attach the refund it proposes.
When Ivy steps aside
How the handoff from chatbot to human works
Ivy answers what she knows. Your rules decide what comes to you, the shopper keeps a live chat with a person, and nobody is left wondering what happens next.
You decide what needs a person
- A person asked for, an upset shopper, a bulk order, answers that didn't help
- Your own words, like chargeback, lawyer or press
- Upset shoppers are flagged urgent at the top of your inbox
- Four rules, on from day one: A person asked for, an upset shopper, a bulk order, answers that didn't help.
- Add your own: Start from a template or pick the words that should bring in your team.
- On in one switch: From the next message, a chargeback or a lawyer goes straight to a person.
The shopper always knows what happens next
- Your reply target, from 5 minutes to an hour
- “Get the answer by email too”, in the shopper's language
- Your reply email opens the same chat again
- Told when, not just that: Ivy says the team will reply right there, and how soon: your reply target.
- Free to leave: The shopper can leave an email; if they've gone when you reply, the answer reaches them there.
- A person joins the chat: Your reply lands in the same conversation, with your name on it.
Every handoff arrives with a reply ready
- Drafts use your knowledge, the order and the conversation
- A refund, replacement or address change can ride on the reply
- Nothing reaches the shopper until your team presses Send
- A draft on every handoff: Written from the conversation, your knowledge and the order, in the shopper's language.
- Rewrite in one click: Shorter, friendlier or more formal, then edit anything you like.
- You send it: Nothing reaches the shopper until someone on your team presses Send.
Nights and weekends, handled your way
- No alerts at night unless you want them
- Holidays and one-off days in a few clicks
- Teammates can go Away, and handoffs skip them
- Your hours, your rules: Weekly hours, holidays, and what Ivy does when nobody is in.
- Keep answering: She helps with most things and takes an email when a person is needed. No alerts at night.
- Or hand off anyway: Alerts as usual, and the shopper is told when to expect a reply.
Your team's side
A shared inbox for a small team that has other jobs
Assigned in turn, or open to all
Handoffs go to whoever is available, skipping anyone away, or wait in Needs you for anyone to take.A clock on every wait
Rows show how long each shopper has waited, and turn orange once they pass your reply target.Internal notes with mentions
Write a note only your team sees, and type @ to bring in a teammate.Take over, or give it back
Take a chat from Ivy at any time, and return it to her when you're done. Every action can be undone.Replies that reach shoppers who left
If the shopper has gone, your reply arrives by email with a button to continue the chat.Alerts where you are
Email, desktop and iOS push for new handoffs, mentions and assignments, paused while you're away.
FAQ
Handoff questions
When does Ivy hand a conversation to my team?
When one of your rules says so: a shopper asks for a person, sounds upset, wants a wholesale or bulk order, or Ivy's answers didn't help after a few replies. You can add rules with your own words, like chargeback or lawyer. Order changes she may not do herself, lost parcels, exchanges and late returns always go to your team.
What does the shopper see while they wait?
Ivy tells them the team will reply right there, with your reply target, for example “Usually within 10 minutes”. They can leave an email to get the answer there too. If they have left the store when you reply, they get your reply by email with a button to continue the chat.
What happens outside business hours?
You choose. By default Ivy keeps answering and, if a shopper needs a person, takes their email and tells them when your team is back, with no alerts until you are. Or she hands off anyway: your team gets alerts as usual and the shopper is told when to expect a reply.
Who on my team gets the conversation?
Either everyone gets the alert and anyone can take it, or Strathly assigns handoffs in turn to whoever is available, skipping anyone set to Away. Assign, take over or hand back to Ivy at any time, and every action can be undone.
Does Ivy write the replies for my team?
She drafts one on every handoff, next to a short summary of the chat, and a teammate sends it as it is, edits it, or asks for it shorter, friendlier or more formal. When a refund, replacement or address change fits, she can attach it to the draft, and it goes out with your reply.
Can I answer from my phone?
Yes. The Strathly app for iPhone sends a push when a shopper needs you and opens the conversation with Ivy's draft ready, so you can reply, take over, resolve or hand it back to Ivy from anywhere.
In the docs
Set it up, step by step
- Choose when Ivy hands offThe rules that bring in your team (a person, an upset shopper, wholesale, your own keywords) and what each does: hand off, ask for an email or notify you.
- How the Inbox worksNeeds you, Mine, Ivy is handling, Resolved, All and Spam: what each Inbox view holds, what the status chip means and how the wait clock works.
- Hours, holidays and who's availableSet your weekly business hours and date-specific hours for holidays, choose what Ivy does when you're closed, and set each teammate to Available or Away.
Keep the chats that need you, and only those
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