Use case
Handoff to your team, with the whole chat
Updated by the SayMaya team
The short answer
SayMaya moves a chat from the AI to your team when the shopper asks for a person, when the AI is unsure, or when the request moves money or changes an order. The chat lands in your shared team inbox with the full conversation, your team gets an email, and the teammate's reply appears in the same storefront chat.
When does the AI hand off?
On any of these, automatically:
- The shopper asks for a person
- The AI is unsure of the answer
- Refunds, cancellations, address changes and anything that moves money or edits an order
- Your AI conversations for the month are used up: new chats go straight to the inbox
What does your team see?
Every chat lands in one shared inbox in the browser. A handed-off chat arrives with the whole conversation in view: what the shopper asked, what the AI already answered, and any order the shopper verified. Nobody has to ask the shopper to repeat themselves.
How is the team notified?
By email, each time a chat moves to a person. Your team does not need to keep the inbox open all day to catch handoffs.
How does the reply reach the shopper?
Your teammate replies from the team inbox and the message appears in the same chat on your storefront. If the shopper left before the reply, the chat will have asked for an email after the handoff so your team can still reach them.
Why not let the AI do everything?
Because some decisions cost money or trust. A refund, a cancellation or a changed address is a call your team should make, and a shopper who asks for a person should get one. Keeping those with people is a choice built into SayMaya, not a setting to remember.
The AI never issues refunds or changes orders. Those decisions stay with your team.
Is the inbox an extra subscription?
No. The team inbox is included in every plan, from Free to Pro: Free (100 conversations, 50 by AI), Starter $29, Growth $99 and Pro $299 a month. There is no separate helpdesk to buy and no AI add-on.
