MCintelligentplus DocsLive Agent (Human Handoff)
Planned human-handoff feature — current status and scope, tracked in open issues
Live Agent (Human Handoff)
Not shipped yet. Live agent (human handoff) is in requirements/design clarification — every implementation task is still open. This page records the planned scope so you can follow along; there is no UI, flag, or endpoint for it today.
What it will be
A live agent (human handoff) option for chat: when the AI can't answer from the knowledge base, it offers to connect the user to a human agent. If the user agrees, an agent joins the same chat session and replies, with the full history in front of them.
The clarifying requirement (#1147) fixes the intended behaviour:
- The user decides — the AI offers, it never escalates on its own.
- One conversation — the agent joins the existing thread; the user doesn't repeat their question.
- Full context — the agent sees the question, the AI's failed attempt, and any cited sources.
- Clear identity — agent messages are visibly from a person, never confused with AI replies.
- One responder at a time — while an agent owns the session, the AI does not auto-reply.
- Visible states — Waiting for an agent… → Agent X joined → Session ended.
Planned lifecycle:
AI chat ──(AI can't answer + user confirms)──► WAITING ──(agent accepts)──► WITH_AGENT ──(closed)──► CLOSED
│ │
└─(no agent / timeout)─► FALLBACK └─(hand back)─► AI chatPlanned scope (work items)
| Issue | Scope |
|---|---|
| #1148 | LA-T01 — data model (migration 262) and LiveAgentService state machine |
| #1149 | LA-T02 — user endpoints, AI-silence guard, hand-back context |
| #1150 | LA-T03 — agent backend: queue, accept, transfer, presence, timers |
| #1151 | LA-T08 — workspace settings and org member "Live agent" toggle |
| #1152 | LA-T04 — offer_live_agent tool and triggers (KB no-match, AI can't answer, user asks) |
| #1153 | LA-T06 — agent console UI (/live-agent) |
| #1154 | LA-T09 — org and admin dashboard with audit trail |
| #1155 | LA-T05 — web user UI (offer card, banner, agent messages, composer routing) |
| #1156 | LA-T07 — gateway Telegram + WhatsApp (buttons, commands, delivery, 24h window) |
| #1157 | LA-T10 — security and access review |
| #1158 | LA-T11 — admin and agent guides, ops runbook |
| #1159 | LA-T12 — staging end-to-end and production rollout |
How to enable
Nothing to enable yet. When the feature lands, the workspace-level toggle will
appear in workspace settings and the org member permissions (per #1151), with
the agent console at /live-agent (#1153). Watch the issues above — or this
page — for the flag and deployment notes.
Where it will live in the UI
- Chat — the offer card and status banner in the existing thread.
- Workspace settings / org member permissions — the "Live agent" toggle.
/live-agentconsole — the human agent's queue and active sessions.- Admin / org dashboards — handoff metrics and the audit trail.
Related issues
- #1147 — requirements clarification (open, the source of the scope above)
- #1116 — chat live parallel sub-agent lanes (related chat-surface work)