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The Human in the loop tab, in the Actions panel, lets visitors ask to talk to a real person instead of the chat, at any time. This works independently of the chat’s goal: even a plain support chat can hand off to a human. When a visitor asks, the chat collects their details and notifies you, so you can follow up yourself. Human in the loop

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Turning it on

Switch on Human in the loop, then configure:
Visitors don’t need to click the button, they can simply ask in plain language to talk to a person at any point in the conversation, regardless of the message count.
Handoff requests also use the request types you’ve defined, so you can tell them apart when reviewing your contacts.

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Notifications

Choose how you want to be notified when a visitor asks for a human:
  • Email: on by default, sent to your account email. You can enter a different address if you’d rather notifications go elsewhere.
  • WhatsApp: enter a number to also receive a WhatsApp message.
WhatsApp Notification
These notifications only fire for actual handoff requests, not for every lead you capture through the Goal tab.

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Weekly digest email

On top of instant notifications, Attlas sends a weekly summary email every Monday covering the past 7 days across all your chats: new leads and human handoff requests, broken down chat by chat, with a link to your contacts dashboard.
  • It’s only sent to workspace owners and editors, viewers aren’t included.
  • It’s only sent if you have at least one chat with lead capture or human in the loop turned on and skipped entirely for weeks with no activity, so you won’t get an email with nothing in it.
You can turn the weekly digest on or off anytime from Account → Notifications.
Last modified on July 18, 2026