Hand the conversation to a person
Turn on human support for an agent and it hands the conversation to your team when a visitor asks for a person or when it cannot help. While someone from the team is on it, the agent stays quiet.
What shipped
- A new Support tab in the agent editor: turn it on, choose when the agent hands over, and set your business hours.
- A "Talk to a person" button on the chat page and in the widget — always, after the agent's first answer, or never.
- The agent hands over by itself when the visitor asks for a person or when it is stuck, and tells the visitor the team is on its way.
- While a person holds the conversation the agent does not answer; messages wait for your team, on the web, WhatsApp and Telegram alike.
- Outside business hours you choose: the agent keeps helping, or the conversation waits in the queue for the team.
- If nobody from the team replies within 10 minutes the agent comes back and carries on, so no one is left waiting. Set anything from 2 to 120 minutes.
- Configurable from your own code as humanSupport on /v1/products and the update_agent platform tool.
One platform MCP connection per workspace
Each workspace now has its own platform MCP URL, so you can keep several workspaces connected in Claude, Cursor or any MCP client at the same time instead of disconnecting and reconnecting.
Invite links, resend and a clearer Team tab
Every workspace invitation is now a link you can share on WhatsApp or Slack, and the Team tab shows when each invite was sent, lets you resend it, and keeps revoked invites with their date.
Saved replies, team presence and automatic assignment
The last pieces for running live support from SuperCognit: canned answers on a slash, an Available / Away switch, new hand-overs assigned to whoever is online, and an Inbox that updates itself.