This help page explains how to:
- Connect your FH Agent to communication channels.
- Configure how conversations are escalated to your team.
Communication channels determine where guests interact with FH Agent. Handoff settings determine what happens when the AI assistant cannot resolve a request.
Both must be configured together to ensure guests can reach your business and receive support when needed.
FH Agent communication channels
FH Agent can communicate with guests across multiple channels. Each connected channel sends conversations to the same workspace inbox so your team can review interactions in one place.
FH Agent supports several channel types which are enabled individually. This way you have complete control over your communication setup.
Website chat
Website chat allows guests to ask questions while browsing your website. This channel is often the most direct way to help guests who are comparing experiences, checking availability, or deciding whether to book. Learn more about adding an AI chat widget to your website.
FareHarbor Lightframe chat
The FareHarbor Lightframe chat allows guests to interact with your FH Agent while they are in the booking flow. This can help answer questions that come up just before purchase, such as timing, availability, or policy details. Learn more about adding an AI chat widget to your FareHarbor booking flow.
Facebook and Instagram
The Facebook and Instagram integrations allows guests to message your business through your social media page. This can be useful for responding to inquiries from guests who discover your business on social media.
WhatsApp allows guests to message your business using WhatsApp Business. Connecting FH Agent helps handle big volumes of incoming inquiries. This is especially useful when your guests prefer mobile messaging or contact your business while traveling. Learn more about connecting FH Agent to your WhatsApp.
SMS
SMS communication allows guests to text questions directly to your business phone number. This can be helpful for quick questions about availability, logistics, or booking status. Learn more about connecting FH Agent for SMS replies.
Phone
Phone integration allows FH Agent to help callers during inbound calls. This can be especially useful if you receive a high volume of routine questions by phone. Learn more about integrating the AI assistant via phone.
The Email channel allows FH Agent to respond to inbound guest emails automatically. This can reduce response times for common questions while still allowing your team to step in when needed. Learn more how to connect FH Agent for email replies.
Connect a communication channel
To connect a communication channel:
- Log into your FareHarbor Dashboard.
- Navigate to Settings > Communications > FH Agent.
- Open your FH Agent workspace.
- Select the channel you want to connect.
- Complete setup steps in your workspace and provider documentation.
- Send a test message to confirm the connection.
Handoff settings
By default, all FH Agent workspaces are enabled with AI-only settings so that no human is needed in the loop. However, human handoff can also be configured if needed.
Identify when handoff should occur
Handoff typically occurs when:
- A guest requests a human
- The assistant cannot resolve the request
- The topic is restricted
- The request involves refunds, complaints, or exceptions
Configure handoff settings
To configure handoff settings:
- Open your FH Agent workspace.
- Define which topics should always escalate.
- Set how quickly uncertain conversations are escalated.
- Confirm contact details for follow-up.
- Test escalation scenarios.
Learn more about transitioning from AI to human support.
Confirm the guest experience after escalation
To confirm the guest experience after escalation:
- Review escalation messaging.
- Update wording so guests understand what happens next.
- Adjust settings if guests appear confused after escalation.