Can the chat agent answer questions from my own knowledge base and hand off to a human when it needs to

Yes. The chat agent answers from your own knowledge base, and you can hand off to a human when it should. Start with the visitor who leaves without an answer. That is the real problem. Someone lands on your site at 9pm, asks about pricing or a return, gets nothing, and buys somewhere else. One embed on your site fixes that. The chat agent pulls answers from the content you give it, so it speaks in your words, not generic filler. When a question falls outside what it knows, or the visitor asks for a person, you decide where it goes. Here is how to set it up: 1. Add the embed to your site and connect the channel. 2. Load your knowledge base: FAQs, policies, product details, pricing. 3. Set the handoff rule. Name the trigger and where the conversation goes. 4. Test it with 5 real questions your customers actually ask. 5. Choose auto-publish or approve each reply before it sends. Then check it weekly. If the agent misses, look at the knowledge base first, not the agent. Fill the gap, and the next visitor gets an answer. See the setup on prigmar.com.