NavoChatChannels
Configure channel routing and AI handoff
Choose human- or AI-first support and define queue behavior after a handoff.
Updated 2026-07-24For: Administrators · Supervisors
The reception mode decides who responds first. Handoff settings decide who continues after AI stops handling the request.
Steps
Choose first response
Human-first sends work to the team queue. AI-first requires a tested and available agent.
Configure handoff assignment
Manual claim places work in the unassigned queue. Auto assignment selects an agent from availability and capacity.
Set the fallback scope
Keep assignment within the target team, or allow another online agent when that team has no capacity.
Choose AI seat behavior
When no AI seat is available, either wait for capacity or move directly to human support.
Verify reopening
Set the reopen window and test owner priority when a customer writes after closure.