Customer support handoff

When a customer asks Dialog about an order, a return or a refund, Dialog can offer to pass them to your support team. A Talk to our team button appears under the answer; one click opens your store’s own support chat with their question already sent, and closes the Dialog window.

Dialog keeps answering everything it can. The handoff is for the questions only a human can settle.

Supported helpdesks

Dialog opens the chat your storefront already loads: it never talks to your helpdesk’s API, so there is no account to connect and no API key to exchange. What has to be live on your storefront depends on the helpdesk:

Helpdesk	Must be live on your storefront	Guide
Gorgias	Gorgias Chat	Gorgias integration
Klaviyo	Customer Hub, with web chat on	Klaviyo Customer Hub chat
Zendesk	The messaging Web Widget	Zendesk integration
Crisp	The Crisp chatbox	Crisp integration

Caution

The button only appears once your helpdesk’s chat has finished loading on the page the customer is browsing. If the chat is not installed on that page, or never finishes loading, Dialog shows nothing at all rather than a button that would open nothing. So an absent button usually means the helpdesk, not Dialog: each guide above says how to check.

Turn it on

1. In Dialog, go to Assistant settings → Assistant behavior.
2. Scroll to the Customer support section.
3. Under Hand off to your helpdesk, pick your helpdesk. The sample exchange behind the ? next to the section title shows what your customer gets, and the note under the picker links the guide for the helpdesk you picked.
4. Save.

There is nothing to configure on the helpdesk side.

What your customer sees

The button appears only on post-sale questions: “where is my order”, “can I return this”, “when will I be refunded”. It does not show on product or advice questions, which Dialog answers on its own.

It reads Talk to our team, with “A human picks up this conversation” underneath. Clicking it opens your chat with the customer’s question already sent: they do not have to retype anything, and your team picks up a conversation that has already started.

What your team receives

The customer’s question, as they wrote it, in your helpdesk. Dialog’s own answer is not copied into the conversation.

That is deliberate: everything the chat sends is attributed to the visitor, so passing Dialog’s reply would make it look as though your customer had written it. Your team sees the question and answers from there.

Guiding Dialog’s post-sale answers

The Customer support instructions field, in the same section, is where you tell Dialog how to answer post-sale questions before offering the handoff: your return window, how refunds are processed, what to do about a late delivery, what the warranty covers, and what to hand over to your team.

It is optional. Leaving it empty still gives your customers the handoff button; Dialog simply answers post-sale questions from your general guidelines instead.

Note

Whatever you write there, Dialog will never promise a refund, return, exchange, discount or delivery date that your stated policy does not cover. When the answer is not covered, it says so rather than committing you to something.

If the chat does not open

The Dialog window stays open with the conversation intact, and the button stops responding and tells your customer where to go instead:

• Use the chat button on this page: the chat is still on the page but did not open; your customer can open it themselves.
• Chat unavailable: the chat is gone from the page, or not offered to this customer.

Good to know

The button’s wording follows your store’s language, not the language your customer writes in. On a French storefront it reads “Parler à notre équipe” even for a customer writing in English, while Dialog’s own answer follows the customer.

Your instructions work without a helpdesk. They shape Dialog’s post-sale answers whether or not you pick one; picking a helpdesk only adds the button.

One helpdesk at a time. Picking another one switches the button to it.

Choosing Off removes the button immediately. Conversations already handed over stay in your helpdesk, untouched.

Need help?

Email support@askdialog.com if the button never appears, if your chat opens without the question, or if you want a hand wording your support instructions.