Stand-in skills
Human follow-up
The Human follow-up skill lets an AI Stand-in offer to have a person continue after the conversation. Once the visitor agrees and supplies contact details, Stand records the request and emails the configured recipient with the contact and transcript context.
- Availability
- All plans
- Configured in
- Dashboard → AI Stand-ins → select a Stand-in → Skills → Human follow-up
- Category
- Stand-in skills
- Reference status
- Current
Configure the skill per Stand-in
| Setting | Behavior |
|---|---|
| Human follow-up | Enables or disables follow-up behavior for this Stand-in. The saved setting affects future AI turns. |
| When to offer a follow-up | Private guidance telling the Stand-in which needs should be handed to a person. The field accepts up to 2,000 characters. |
| Contact request recipient | Optional notification email. It is normalized and validated; leave it blank to use the Stand-in owner’s account email. |
Visitor follow-up flow
The enabled skill adds follow-up guidance to the Stand-in’s private prompt. When a need matches that guidance, the Stand-in offers human contact rather than silently sending visitor data.
- The visitor agrees to follow-up.
- The Stand-in asks for the visitor’s name and at least a usable email address or phone number as appropriate.
- Stand stores the structured contact details with the current session.
- The Stand-in submits one follow-up request and confirms to the visitor that the request was recorded.
- Stand sends the contact request email with available contact and conversation transcript context to the configured recipient or owner fallback.
Relationship to unanswered live chat
The Stand-in skill is a proactive AI capability configured on that Stand-in. Unanswered-chat fallback is a separate recovery path triggered when a human-assigned visitor waits 60 seconds without a reply.
Both paths can collect an email for later contact, but enabling this skill does not change the timeout or teammate-transfer behavior of live-chat recovery.
Missing recipient and delivery behavior
- A non-empty recipient must be a valid email address and no longer than the supported 320-character field.
- If the custom recipient is blank, Stand uses the Stand-in owner’s account email.
- If neither address is available, Stand cannot queue the notification email; the conversation record remains the source for the captured request.
- Email delivery is operationally separate from visitor consent and contact capture. A recorded request does not prove the recipient read the email.
- Digest cadence is unrelated; changing the follow-up recipient does not redirect digest emails.
Availability and boundaries
- Human follow-up is available on every plan and configured separately for each Stand-in.
- The skill should offer contact only after the visitor’s need makes human continuation relevant.
- Contact details remain subject to organization retention and deletion controls.
- The follow-up email can contain personal contact details and transcript context; configure a recipient authorized to receive that information.
Example
The screen below shows the feature in its normal Stand context. Labels and surrounding controls may vary with account state and plan.
