Confidence-based handoff rules
Atlas hands over when a person is needed or a member asks for staff. Choose how long it stays out afterwards and whether staff roles are pinged.
Prefer to watch? This video shows it step by step.
Where to find these
Hand-over to staff is always on. The two settings you choose are on AI assistant > Atlas > Answer questions in tickets.
1. Atlas can’t answer the question
When your sources don’t cover a question, Atlas says so and offers a Talk to Staff button instead of guessing. Nothing is handed over until someone presses it, and Atlas keeps answering the next questions. When Atlas’s own answer says a person needs to take over, it hands the ticket to staff itself.
2. The customer asks for a human
Atlas also recognises messages like “can I talk to someone” or “I want a real person”, in any phrasing, and hands the ticket over straight away. There is no threshold to set.
The two settings you choose
- When Atlas can't help - how long Atlas stays out of a ticket after a hand-over: 1, 3, 7, 14 or 30 days, or the rest of the ticket. The default is 7 days.
- Ping staff roles on hand-over - mentions your staff roles on the hand-over card. Off by default.
Automatic priority is separate
Atlas can also set a ticket’s priority (low, medium, high or urgent) with the Set priority automatically card. There is no threshold to set: when Atlas isn’t confident, the priority stays as it is.