How does Hayley Chat hand off prospect queries to agents?

In some situations, agents may need to intervene in a Hayley conversation. If a question exceeds Hayley’s knowledge or understanding, she will transfer it to an agent. This article explains the process of agent handoff for Hayley Chat.

a. In specific scenarios, Hayley Chat may only answer a prospect query within the scope of her knowledge. In such cases, she will ask the prospect if they want to chat with an agent. 

b. If the answer is "yes", it will request the prospect to fill out the contact form and hand over the query to the agent.