Chapter 04

Join at the right moment.

Stand is not designed to hide visitors from your team. It is designed to keep the thread warm until a real person can add something the AI should not pretend to provide.

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Stand Guidebook

Chapter 04 of 12

Field guide

What to learn in this chapter

Make human handoffs feel intentional by choosing the lightest useful intervention, entering with context, and keeping availability truthful.

Need an exact capability definition, plan requirement, or limitation? Browse the Feature Reference.

Handoff judgment

01

Choose the smallest intervention that helps the visitor.

Direct takeover is right when the visitor needs a real answer now: a hot lead, a sensitive edge case, a mistake, or a question the Stand-in cannot answer safely.

Offer to join is right when the visitor is in a useful flow and a sudden handoff would feel abrupt. The Stand-in asks whether the visitor wants the introduction; a decline leaves the AI conversation in place.

In Chats, expand the Stand-in conversation and read its transcript. Choose Takeover now for an immediate transfer, or Offer to join to request consent. The human reply box appears after takeover; the AI monitoring view itself has no composer.

Example

Takeover now

Situation
A buyer asks whether you can support a production migration next week and gives a work email.
Move
Take over directly. The visitor benefits from a real person faster than from another AI clarification.
Insight
When the cost of delay is high, do not make the visitor pass another gate.

Example

Offer to join

Situation
A product-minded visitor is explaining why your positioning is confusing.
Move
Offer to join. Let the Stand-in ask whether they would like to meet the founder or PM who is listening.
Insight
Consent keeps the transition respectful and often makes the visitor more willing to elaborate.

Real-time context

02

Read before you enter.

The dashboard gives you the transcript, captured details, labels, and handoff state before you type. You can watch several Stand-in chats in parallel, open the thread that matters, and decide whether to stay silent, offer to join, or take over.

Chats lists active conversations associated with your member account, normally including those handled by your own Stand-ins. It is not an organization-wide live inbox. Assign a monitoring owner for each Stand-in; an organization owner’s Team scope in History is for completed conversations.

The first human message should prove you were listening: refer to the question, constraint, or comparison already in the conversation.

Stand rep dashboard with two live chat sessions side-by-side, AI Stand-in conversations, and Takeover now and Offer to join controls.
Figure 4-1. The dashboard is the control room: multiple chats can be active at once, and a rep can inspect Stand-in conversations before choosing whether to join.
Header controlAvailable to chat
What it controlsRoutes new visitors to you while you are online and below your concurrent chat limit.
How to read it during handoffTurn this on only when you are actually watching. If it is off, enabled Stand-ins can still cover chats when Stand-in coverage is active.
Header controlConcurrent limit
What it controlsAppears when you are available and sets how many human chats you can handle at once.
How to read it during handoffSet this to honest attention, not optimism. When you hit the limit, new visitors can be covered by eligible Stand-ins.
Header controlGreet visitors
What it controlsControls greetings for your human chats.
How to read it during handoffClick the label to edit human greeting variants. A Stand-in’s greeting belongs in its Identity tab; Site behavior rules can override the page invitation.
Header controlStand-in coverage
What it controlsActivates coverage by your enabled Stand-ins on eligible sites.
How to read it during handoffWhen Stand-in coverage is active, enabled Stand-ins can cover chats when no rep is Available or every eligible rep is at capacity.
Header controlNotifications
What it controlsControls browser and push notification setup for Stand alerts.
How to read it during handoffKeep this on when label matches or active chats should pull you back into the dashboard.

First human message

Continue the thread

Weak
Hi, how can I help?
Better
Theo mentioned you are comparing pricing against your current support widget. I can help you think through when Stand is the lighter option.
Why
The second version preserves context and rewards the visitor for explaining their situation.

Team habits

03

Make availability honest.

Stand works best when the dashboard state matches reality. Available reps can take live chats. When Stand-in coverage is active, enabled Stand-ins can cover chats if reps are offline, not Available, or at capacity.

Use concurrent limits to prevent a rep from drowning in simultaneous sessions. When the rep reaches the cap, the Stand-in can cover new visitors instead of making them wait.

Before relying on takeover

  • Reps know when to use direct takeover versus offer-to-join.
  • Concurrent limits match real attention, not optimism.
  • Notification-enabled labels are narrow enough to trust.
  • The first human message continues the current topic.

Questions

Common reader notes

How do I send my first reply in an AI conversation?

In Chats, choose Takeover now, or wait for an accepted Offer to join. The human message box then becomes available; send a reply that continues the visitor’s current question.

Does offer-to-join require visitor consent?

Yes. The Stand-in asks in context and the handoff happens only if the visitor agrees.

Continue the guide

Choose your next chapter.

Previous chapter 03

Spot the Conversations That Matter

Define the signals your team should hear about.

Next chapter 05

Capture Leads in Context

Collect follow-up details without gating the chat.

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