Hand over to me when

Case	What happens
They ask for a person	Always comes to your Inbox at once. This can’t be switched off.
It doesn’t know	It asks “want me to pass this on?” and only a yes comes to you. Or choose Hand over straight away.
Your own cases	Write them in plain words, like “they want a refund”. Any one that’s true hands it over, and your Inbox says which.

Hellos and small talk#

By default an agent stays quiet for messages that ask nothing: “good morning”, “thanks”, “ok”, an emoji. They aren’t answered and don’t come to your Inbox. A greeting with a question in it still gets an answer.

Choose Reply if you want it to say hello back and answer chit-chat.

What they’re told#

When a chat comes to you, Kavedi sends your holding message (“Thanks, I’ve passed this on. Someone will get back to you soon.” unless you change it), or nothing if you clear it. Change it in Settings, AI replies, When a chat comes to you.