If a shopper says the chatbot's earlier answer was wrong, the AI chatbot now hands the chat to a human agent instead of repeating itself. Shoppers who push back reach your team faster.
When a customer contradicts an answer AI Agent already gave, continuing to repeat that answer can leave the conversation stuck. The chatbot now treats that dispute as a reason for your team to take over and review the customer’s concern.
The distinction is between disputing a previous claim and making a new request. A new preference or a follow-up question does not automatically count as a dispute. Your human agent can read the conversation and correct the answer or investigate the issue.
Check the selected channel’s Auto Transfer settings in AI Agent settings. The transfer follows your existing ticket assignment rule and handoff-message configuration.
Related guide: Work Alongside Your AI Agent.
