When does it hand a conversation to a person?
When the visitor asks for one, when the sentiment turns negative or when your rule says so. From that moment the bot is silent in that conversation.
All capabilities
Humans on standby
When it should stop, it hands off to a human.
On phrases like "speak to a human" or sustained frustration, the bot steps back, the chat lands in your Live inbox, and your team takes over in the same conversation.
Every channel lands here
WebsiteWhatsAppEmailInstagram
Then it’s handled
AI drafts the first reply
Shipped yesterday, arrives Thursday. Here’s your tracking link.Your team just hits send.Routed to the right teammate
SSara · Ordersauto
MMehmet · Billing
LLisa · Technical
ovellan handles the routine questions, but the moment a chat needs a person, an explicit “talk to a human”, sustained frustration, or a case it can’t resolve, it hands over cleanly. The conversation lands in one shared inbox where your team takes over in the same thread, with the full history.
- Resolves routine orders, stock, returns and tickets on its own
- AI-only mode: keep it fully automated, no human ever offered
- Human-only mode: pure relay to your team, no AI replies
- Hands off on “talk to a human” or your own trigger phrases
- AI intent detection with adjustable sensitivity (low, medium, high)
- Hands off automatically when sentiment turns negative
- One shared inbox for website, WhatsApp, email and Instagram
- AI drafts the first reply; your team sends with one click
- Auto-routes each conversation to the right team
- Rules that tag, assign, reply, close or call a webhook
- Live takeover with the visitor’s typing preview
- Custom takeover greeting, editable per agent
- Full conversation history and customer details on handoff
- Capture form when no agent is free, with the fields you choose
- Away-aware via your office hours: connects, queues or captures
Questions about this
What happens outside office hours?
It says when you are back and takes the question with an email address, so your team answers the same conversation in the inbox instead of starting a new thread.
Can the bot take over again afterwards?
Only when a human closes the conversation. As long as an agent is in it the bot stays quiet, so a customer never gets a bot reply mid-sentence.
Ready when you are
Put this to work on your own store
Train it on your content in minutes, add one snippet, and let it handle this for your customers 24/7.
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See ovellan for your business
Explore more
Other things the agent can do
Trained on your contentLive order status & stockBook a meeting in chatCart to checkoutCites its sourcesA multi-step agent, not just chatRemembers returning visitorsAnswers in SlackCustomer satisfaction (CSAT)Knowledge auto-crawlerWidget customizer + per-page overridesFunnel and ROI analyticsCustomer REST APIVisual flow builderIf/then automation rulesMulti-language auto-detectSentiment analysisProduct cards with Add to cartLead captureProactive triggersA/B testingVisitor intelligence + lead scoringFacebook MessengerWhatsApp BusinessWordPress + ShopifyZapier + CRM (HubSpot, Pipedrive)Magento