What does Auto-Handoff at low Confidence mean?

Auto-Handoff: when the bot hands over

The SilentChat AI chatbot evaluates each response with a confidence score between 0 and 1. If this score is below the configured threshold (default: 0.7), the bot automatically hands over the conversation to a human agent.

When the handoff triggers

• Confidence < 0.7: Bot is unsure, does not want to generate a wrong answer
• Negative sentiment: Visitor appears frustrated (heuristic: swear words, capital letters, multiple question marks)
• Explicit handoff phrase: "I want to speak to a human" — configurable per workflow
• Bot inactivity: Bot does not respond within 30s (e.g., LLM timeout)

What the visitor sees

The visitor does not see a jump. A short status message appears: "I am connecting you with an agent." The previous conversation context is fully passed on to the agent — no repetition necessary.

Adjusting the threshold

Settings → AI → Confidence-Threshold. Lower (e.g., 0.5) if your bot gives up too quickly, increase (0.85) if it distributes wrong answers too often.

If no one is available

Outside of business hours or if all agents are offline, the bot instead asks for email + message and creates a ticket.