Cubby is built to hand over rather than guess. Here is exactly when it does.
When Cubby hands over
| Reason | Example |
|---|---|
| No match in the knowledge base | A question about something you never documented |
| The material isn’t enough | The document mentions returns but not for sale items |
| The visitor asks for a person | “Can I talk to someone?” |
| The turn limit is reached | Cubby has answered the maximum number of times in this conversation |
| An agent takes over | Someone clicks Take or replies in the inbox |
The inbox shows the reason on every hand-off, so you can see whether to add knowledge or adjust the limit.
Maximum AI turns
In Chat settings › AI assistant, Max AI turns per conversation can be 1 to 20 (default 6). After that many AI answers, the conversation goes to your team, so visitors don’t get stuck going round in circles.
What the visitor sees
- If you wrote a Handoff message, that.
- Otherwise a default line in the visitor’s interface language, such as “Connecting you to a human agent, one moment…”.
- If nobody is online, a prompt to leave an email and question instead.
When AI isn’t available
If your monthly AI answers are used up or the model can’t be reached, the visitor doesn’t see an error. The conversation is handed to your team, or to the message form if nobody is online.
Check hand-off reasons weekly. “No knowledge match” on the same topic three times is a clear sign to add a Q&A pair.