Tickets + live agent handoff
Auto-create tickets with SLA tracking. Seamlessly hand off complex issues to your team, with full context, when needed.
Not everything should be automated
Not every conversation should be automated — and IllumiChat doesn't try to force it. When a customer's question needs a person, the AI agent creates a ticket with SLA tracking and hands the conversation to your team with full context, not just a cold transfer.
Your team sees the entire conversation history, what the AI already tried, and the SLA clock, so nothing falls through the cracks.
How handoff works
Auto-ticket creation
Conversations that need a human automatically become tickets.
SLA tracking
Response-time targets are tracked per ticket so nothing sits too long.
Full context handoff
Your team sees the full conversation and any relevant order or customer data.
Team assignment
Route tickets to the right teammate or team based on topic.
Tickets and handoff FAQ
Never drop a conversation
AI handles the easy stuff. Your team handles the rest — with full context.