Skip to main content

Human handoff

When Karo can't help — or when a visitor explicitly asks to speak to someone — it can escalate the conversation to your box office team. This is called a human handoff.

How it works​

  1. The visitor says something like "Can I speak to someone?" or "I need help from a real person."
  2. Karo asks if they'd like to leave a message for the team.
  3. The visitor confirms and provides their email address if Karo doesn't already have it.
  4. Karo sends two emails and creates a Task in the dashboard.

The emails​

Your team receives:

  • Subject: New Karo Task for [your app name]
  • The visitor's email address
  • The message they left
  • A summary of the conversation, written by Karo
  • A suggested next action
  • A direct link to the task in the dashboard

The visitor receives:

  • Subject: Your message to [your app name] has been submitted.
  • Confirmation that their message has been received
  • A summary of what they asked about

Your team can reply directly to the visitor from their inbox. There's no need to log into the dashboard to respond.

Viewing tasks​

All handoff tasks appear in the Tasks page in the dashboard, with the full conversation transcript available. See Tasks.

When handoff is triggered​

Handoff is triggered when:

  • The visitor explicitly asks to speak to a human
  • Karo can't answer a question and determines the visitor needs staff help
  • Karo encounters an error it can't resolve (e.g. a refund that can't be processed)

Karo always checks with the visitor before triggering a handoff — it won't send an email without confirmation.