No customer is ever left waiting
Your team took over the chat, then got busy. It happens. Silux Chat makes sure the customer hears back anyway: a polite note after 10 minutes, and a real answer from the AI after 60.
Handed to your team · 10 minutes ago
Silence is the worst answer. So there isn’t one.
What happens when a handed-over chat goes quiet on your side.
Your team takes over
A customer needs a person, so the chat is handed to your team on the web dashboard or the mobile app.
Customer is reassured
Nobody has replied yet, so the customer is told politely that your team has their message. No silence, no "is anyone there?".
The AI picks it back up
Still no reply from the team, so the AI takes the chat back and answers, using your knowledge base and business rules.
Hand over without the risk
Handing a chat to a person should make the experience better, not leave someone staring at an empty chat window. Now your team can take over knowing the customer is covered if they get pulled away.
Website chat widget
Your agents stay in control while they reply
Questions
What happens if my team takes over a chat and then nobody replies?
After 10 minutes with no reply from your team, the customer automatically gets a polite note telling them your team has their message. If there is still no reply after 60 minutes, the AI takes the conversation back and answers the customer itself.
What does the 10-minute note say?
It thanks the customer for waiting, tells them your team has their message and will reply as soon as they can, and lets them know that if nobody is free within the hour the assistant will pick it up and help.
Does the AI take over while my agent is still chatting?
No. The timers measure silence from your team. While your agent is actively replying, the conversation stays with them.
Does it work on WhatsApp as well as website chat?
Yes. The safety net covers conversations handed to your team on your website chat and on WhatsApp.
Do I need to set it up?
No. It works on every conversation that is handed over to a person, with the 10-minute note and 60-minute take-back as standard.
Also new: reads attachments, smart sales follow-up and short, human replies.