Human-in-the-Loop Orchestration

Human Agents & Routing Distribution

Manage your Chatwoot agent distribution, escalation triggers, and live team availability.

Open Chatwoot Agent Inbox

AI Deflection Rate

74.8%

Resolved completely by Solact AI

Live Status: Active

Escalated to Human

25.2%

Gracefully transferred to Chatwoot

Live Status: Active

Avg. AI Latency

840 ms

Instant customer response

Live Status: Active

Active Inboxes

Shopify Web + WhatsApp

Connected to Chatwoot

Live Status: Active

Chatwoot Human Agents

Synced in real time from your Chatwoot instance (chat.solact.in).

2 Agents Online

Solact Support LeadAdministrator

support@solact.in

3 active chats

Web & WhatsApp

Returns & Exchanges SpecialistAgent

returns@solact.in

1 active chat

Shopify Storefront

VIP Escalation DeskAgent

vip@solact.in

0 active chats

Direct Email & WhatsApp

To add or invite more agents, visit your Chatwoot Settings.Manage in Chatwoot

Recent AI-to-Human Escalations

Conversations where Solact safely triggered handoff to your team.

Ticket	Customer & Order	Trigger Reason	Assigned To	Status
ESC-1092	Sarah Jenkins (sarah@example.com) Order #10492	Customer requested expedited address rerouting	Solact Support Lead	In Progress
ESC-1089	Michael Brown (mbrown@gmail.com) Order #10488	Item arrived broken in transit (photo attached)	Returns & Exchanges Specialist	Resolved
ESC-1084	David Kim (dkim@icloud.com) Order #10476	Customer requested refund for final sale exclusion	Solact Support Lead	Resolved

Escalation & Routing Triggers

Specify when Solact AI must stop automated replies and transfer the visitor to a human agent.

Refund & Chargeback Requests

Whenever a customer requests monetary refunds or disputes charges, transfer to human agents immediately.

Negative Sentiment / Frustration Guardrail

If customer shows anger or mentions "upset", "angry", "bad service", escalate before they get frustrated.

Explicit Human Agent Request

Keywords like "human", "agent", "real person", or "representative" trigger instantaneous handoff.

Omnichannel Synchronized

WhatsApp & Email Inboxes

When Solact escalates a WhatsApp conversation, human agents can reply directly from Chatwoot. The message is automatically formatted and sent back over WhatsApp.