Seamless human handoff
Flux handles the volume. Your team handles the moments that matter. When a conversation needs a human touch, Flux hands over the full context — no repeat, no friction.
When Flux should step aside
Customer asks for a person
If your customer types "talk to someone real," Flux connects them immediately.
Same answer, repeated
If Flux gives the same response three times, it recognizes it's stuck and hands off.
Customer is frustrated
Flux detects frustration through word patterns and escalates before things get worse.
Too many back-and-forth turns
After a configurable number of exchanges, Flux brings in a human.
Flux can't verify the answer
If the knowledge base doesn't have a confident answer, Flux admits it and escalates.
Low confidence score
When retrieval quality drops below threshold, a human takes over.
Your team's command center
3-panel layout
Conversation list with search and filters on the left. Message thread in the center. Customer context, grounding trace, and workflow runs on the right.
Take over in one click
Operator joins the conversation, customer sees "Now talking to Sarah from Support." Full message history and customer details are already loaded.
Flux Copilot
A Sparkles button generates a suggested reply from the knowledge base and conversation context. Use it as-is, edit it, or regenerate.
Canned responses
Type "/" to pull up saved response shortcuts. "/upgrade-guide", "/greeting", "/hours" — keyboard navigable and instant.
Internal notes
Yellow sticky notes visible only to your team. Add context, flag issues, or leave follow-up reminders — the customer never sees them.
Hand back to Flux
When resolved, one click returns the conversation to Flux. The customer sees "Flux resumed." Your team moves on to the next issue.
Smart safety nets
Handoffs don't always go smoothly. Flux has built-in safeguards so conversations are never left hanging.
15-minute idle timeout
If no operator responds within 15 minutes, the conversation automatically reverts to Flux with a fallback message.
Kill switch
Disables Flux instantly across all conversations in emergencies. Safe manual mode returns a fallback message until re-enabled.
Escalation timeout
If no operator picks up within 5 minutes, the customer receives a fallback message with alternative contact options.
Full audit trail
Every handoff is logged with timestamp, trigger reason, and operator identity. Nothing happens in the dark.
AI Copilot
AI-suggested replies for your team.
When an operator takes over, Flux doesn't disappear — it becomes a copilot. One click generates a suggested reply grounded in your knowledge base and the full conversation context. Use it as-is, edit it, or regenerate.
"Based on our return policy, your order #4521 is eligible for a full refund. I can process this now — it typically takes 5-7 business days to appear on your statement. Would you like me to proceed?"
Canned Responses
Type "/" and pick a saved reply.
Create reusable response templates with shortcodes. Type "/" in the inbox composer to search and insert. Keyboard-navigable for speed.
/greeting
Hi! Thanks for reaching out to...
/hours
Our business hours are Mon-Fri...
/refund
I can process your refund. It typically...
/upgrade
To upgrade your plan, go to Settings...
/shipping
Standard shipping takes 5-7 business...
/escalate
Let me connect you with a specialist...