Needs you: when the assistant asks for a person
A good assistant knows what it doesn’t know. When a conversation needs a person, it pauses and tells your team.
When it hands off
- The customer is upset or angry.
- They ask for a refund, or there’s a problem with an order.
- Legal or medical questions.
- A question your store data and brand profile can’t answer, such as a delivery promise you haven’t given it.
- A message that might be an opt-out but isn’t clear, such as “wrong number” or “cancel my order”.
- An unhappy reply to a review request.
The customer sees something like “let me grab someone from the team for this”. The assistant never guesses.
Where you see it
- The Needs you tab in Conversations, with a count.
- The bell on app.bubblesms.com, under Needs you.
The thread shows why it paused, for example “AI asked for a person” or “AI paused: it couldn’t answer this one”. Check Needs you a few times a day: a customer waiting on a person is a customer close to buying, or close to leaving.
Your support handoff email
Tell us which inbox handles conversations the assistant hands over:
- Go to Settings › Texting rules.
- Under Support handoff email, enter your team’s inbox and click Save (owners only).
It’s never shown to customers.
What to do
Take over, reply, then hand it back when you’re done. If the answer is something the assistant should know next time, such as a shipping cut-off, add it to Facts the assistant may state in Settings › Brand profile.