> For the complete documentation index, see [llms.txt](https://replai-1.gitbook.io/replai-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://replai-1.gitbook.io/replai-docs/answers-and-grounding/handoff-and-lead-capture.md).

# Handoff & lead capture

## Handoff & lead capture

Replai has two fallback paths.

It can hand the conversation to a human on **Live**.

It can also capture contact details for follow-up.

### When does Replai offer a human handoff?

Human handoff is available on **Live**.

Replai can offer it when the visitor asks, or when the assistant decides a human should take over.

A proactive offer is optional per assistant.

### What does the visitor see during handoff?

The visitor confirms the handoff first.

Then the conversation enters a FIFO queue.

When an agent joins, the visitor sees that the agent joined the chat.

Typing indicators stay visible during the live conversation.

### What happens when nobody is online?

If lead capture is enabled, Replai asks for the visitor email instead of sending the visitor into a dead queue.

The workspace owner is notified.

{% hint style="info" %}
Lead capture is also useful when the assistant cannot answer.
{% endhint %}

### What does lead capture collect?

Lead capture can ask for:

* Email
* Name
* Message

Follow-up is manual.

### What happens after the human resolves the chat?

Control returns to the assistant when the human resolves the conversation or the visitor goes quiet.

A new handoff can happen later if needed.

### Related links

* [Live tier](/replai-docs/features-by-tier/live-tier.md)
* [Honest decline](/replai-docs/answers-and-grounding/honest-decline.md)
* [How answering works](/replai-docs/answers-and-grounding/how-answering-works.md)
* [The widget](/replai-docs/features-by-tier/the-widget.md)


---

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