Deploy is where you manage all the channels connected to Konvo and configure how your AI behaves on each one.
The same AI - with all the persona, knowledge, skills, and processes you've configured - works across every channel you enable. The AI adapts its communication style based on the channel (conversational for chat, formatted for email).
Channel Overview
In the Deploy section, you can see all your connected channels and enable AI independently for each one.
Important: Channels must first be set up in Settings → Integrations before they appear in Deploy.
📸 [Image: Screenshot showing Deploy channel overview with multiple channels]
Configuring AI Behavior Per Channel
For each channel, you can customize how the AI operates. Click on any channel to access its configuration options.
1. Enable/Disable AI
Toggle the AI on or off for specific channels.
When to enable: Channels where you want automated AI responses
When to disable: Channels you want handled only by humans
📸 [Image: Screenshot showing AI enable/disable toggle]
2. Escalation Behavior: What Happens When AI Can't Solve an Issue
When your AI can't resolve a customer's issue, you need to define what happens next. You have two options:
Option A: Close Conversation
The AI closes the conversation and sends it to the "closed" inbox section.
When to use this:
Channels without human support coverage
When you want customers to use alternative contact methods (like a form)
How it works:
AI determines it cannot help
AI sends a closing message to the customer
Conversation moves to "closed" inbox
Closing message: You must create a message the AI will send when closing. This should direct customers to alternative support options.
Example closing message instruction:
"Explain to the customer that we're currently unable to assist via this channel. Direct them to fill out our support form at [URL] where our team will respond within 24 hours."
📸 [Image: Screenshot showing Close Conversation option with closing message field]
Option B: Handover to Team Member
The AI transfers the conversation to a human agent. You have two sub-options:
Handover to Inbox
The conversation moves to the "open" inbox section for human agents to handle through Konvo.
When to use this:
You have a team monitoring Konvo's inbox
You want humans to continue conversations within Konvo
How it works:
AI determines it needs human help
AI sends handover message to customer
Conversation moves to "open" inbox
Human agent picks up the conversation in Konvo
💡 For automatic routing of escalated conversations to agents, see Flows (article 3.2).
Handover to Email
The AI asks the customer for their email address, then sends a conversation transcript to your team's email.
When to use this:
Your team handles support via email, not Konvo inbox
You want support tickets managed in your email system
How it works:
AI determines it needs human help
AI asks customer for their email address
AI sends transcript to your team's handover email address
AI tells customer they'll receive an email reply
Conversation moves to "closed" inbox (not "open")
Critical to understand:
The email goes to your team, not to the customer
Your team receives the full conversation transcript
The email includes "reply-to" set to the customer's email
Your team replies directly to the customer via email
Handover email address: You must specify where transcripts should be sent (e.g., [email protected])
📸 [Image: Screenshot showing Handover to Email option with email address field]
Creating Handover Messages
Whether you choose Inbox or Email handover, you can create custom messages the AI sends to customers during handover.
Basic handover message:
Create a single message for all handovers.
Example instruction:
"Explain to the customer that their conversation has been transferred to our support team and they will receive a response within 24-48 hours."
Advanced: Schedule-based handover messages
You can create different handover messages based on when the handover occurs. This is a best practice for setting accurate expectations.
Common schedule setup:
Business hours (Monday-Friday, 9 AM - 5 PM):
"Explain that their conversation has been transferred and a team member will respond shortly."
After hours (Monday-Friday, 5 PM - 9 AM):
"Explain that their conversation has been transferred and the team will respond tomorrow during business hours."
Weekends (Saturday-Sunday):
"Explain that their conversation has been transferred and the team will respond on Monday."
Why this matters: Customers receive realistic response time expectations based on when they contact you.
📸 [Image: Screenshot showing multiple handover message schedules]
3. Follow-up If Customer Becomes Inactive
Enable automatic follow-ups when customers abandon conversations.
How it works:
Customer stops responding
AI waits for your specified time (minutes/hours/days)
AI sends a follow-up message
Configuration options:
Wait time: How long before following up (e.g., 30 minutes, 2 hours, 1 day)
Follow-up prompt: What the AI should do in the follow-up
Example follow-up prompt:
"Check in with the customer to see if they still need help or if their issue was resolved."
Schedule-based follow-ups:
You can restrict follow-ups to specific times (e.g., only during business hours Monday-Friday).
When to use this:
Customers who get distracted mid-conversation
Reduce abandoned conversations
Re-engage customers who may have found answers elsewhere
📸 [Image: Screenshot showing follow-up configuration with timing and schedule options]
4. Minimum Delay to AI Replies
Add a delay before the AI responds to make interactions feel more natural.
How it works:
Guarantees minimum wait time
If AI generates response in 2 seconds and delay is set to 10 seconds, response is delivered after 12 seconds total
Best practices by channel:
Live Chat: NO DELAY
Customers expect instant responses
Do not add any delay
WhatsApp/Instagram: MINIMAL DELAY (optional)
Small delay (5-10 seconds) can make AI seem more human-like
Not strongly recommended, but acceptable
Email: 5-10 MINUTES
Common practice for email channels
Instant email replies can seem robotic or automated
5-10 minute delay feels natural
📸 [Image: Screenshot showing delay configuration with time input]
External Platforms: Zendesk and Gorgias
If you use Zendesk or Gorgias, you can enable Konvo's AI to respond through those platforms.
How it differs:
When you enable AI for Zendesk or Gorgias, you can select which specific channels within that platform should have AI responses.
Example:
Enable AI on Zendesk
Select: Email, Web Chat, and WhatsApp on Zendesk
AI will respond to those three channels, but not others (like phone)
All other settings remain the same:
Escalation behavior
Handover messages
Follow-up settings
Response delay
📸 [Image: Screenshot showing Zendesk/Gorgias channel selection options]
Best Practices
Start with Key Channels First
Enable AI on your highest-volume channels first:
Live Chat
WhatsApp or primary messaging channel
Email
Test thoroughly on each before expanding to additional channels.
Set Realistic Handover Expectations
Use schedule-based handover messages to tell customers when they'll actually hear back:
Don't promise "soon" at 11 PM on Friday
Be specific: "within business hours tomorrow" or "on Monday"
Accurate expectations = happier customers
Configure Follow-ups Strategically
Do use follow-ups for:
Long wait times between messages (30+ minutes)
Channels where customers multitask (WhatsApp, Instagram)
Don't overuse follow-ups:
Too frequent follow-ups feel pushy
Consider customer behavior on that channel
Respect Channel Norms for Delays
Live Chat = 0 delay (always)
We also recommend using Handover to Email for Live Chat. Customers often close the browser tab if they can't get immediate help, so transferring them to email ensures they still receive support.
Messaging = 0-10 seconds (optional)
Email = 5-10 minutes (recommended)
Monitor and Adjust
After enabling AI on channels:
Review escalation rates (how often AI hands off)
Check follow-up response rates (are customers re-engaging?)
Adjust handover messages based on feedback
Fine-tune delays based on customer perception
Common Scenarios
Scenario 1: 24/7 Chat Coverage with Human Backup
Setup:
Enable AI on Live Chat
Escalation: Handover to Inbox
Handover messages:
Business hours: "Transferring to team, response shortly"
After hours: "Transferring to team, response tomorrow morning"
No delay on responses
Result: AI handles routine questions 24/7, humans handle complex issues during business hours
Scenario 2: Email-Only Support Team
Setup:
Enable AI on WhatsApp and Instagram
Escalation: Handover to Email ([email protected])
Handover message: "We'll send detailed response via email within 24 hours"
10-second delay on messaging channels
Result: AI provides instant help on messaging, complex cases go to email team
Scenario 3: High-Volume, Limited Support
Setup:
Enable AI on Live Chat and WhatsApp
Escalation: Close Conversation
Closing message: "For complex issues, please submit form at [URL]"
Follow-up enabled after 1 hour of inactivity
Result: AI resolves what it can, directs overflow to asynchronous support
Troubleshooting
AI not responding on a channel:
→ Verify AI is toggled ON for that channel
→ Check that channel is properly integrated in Settings → Integrations
Handover not working:
→ For Inbox: Verify team members have access to Konvo inbox
→ For Email: Verify handover email address is correct and monitored
Customers not receiving follow-ups:
→ Check follow-up schedule settings
→ Verify wait time is appropriate for channel
→ Ensure follow-up toggle is enabled
Wrong handover message displaying:
→ Review schedule configurations
→ Ensure schedules don't overlap
→ Verify timezone settings
Email handovers going to wrong place:
→ Double-check handover email address
→ Confirm email is monitored by support team
→ Test with a sample conversation
What to Explore Next
→ 2.8 Gain insights from the AI Dashboard — track performance and identify knowledge gaps