E-commerce
July 1, 2026
"Transfer me to a human." The bot replies "one moment" then silence, or refuses without an alternative. The customer opens an escunav_ ticket.
An e-commerce AI chatbot when humans are unavailable honestly announces saturation or off-hours, proposes a ticket or call-back, and continues support if possible, without a fake handoff or blocking.
This guide #918 covers intents bot_nohuman_*, flow NOHUMANBOT NHB-1 to NHB-8 and guardrails NOHUMAN-REGISTRY-GATE. Bot pair of the ESCUNAV playbook (#917). Usecase: UX escalation when human is unavailable.
Summary
Why manage human unavailability on the bot side?
Human requests arrive outside of working hours or when the queue is full. Without registry copy, the bot promises handoff which is impossible, or ignores the request. NOHUMAN-REGISTRY-GATE reduces escunav_ tickets #917.
What the tier 1 nohuman bot resolves
Honest status: queue hours ETA map
Ticket alternative: fallback async SLA
Callback: callback slot if offered
Continue help: bot resolves if possible
No false handoff: do not promise human when offline
Example retail DTC
DTC, registry gate widget. nohuman_bot_deflect +42%, nohuman_bot_false_handoff 0 in 4 weeks.
NOHUMANBOT #918 vs ESCUNAV #917, HANDOFF #12, SUPBOT #916 and HUMANBOT #915
Seven handoff unavailability contents, seven distinct roles.
Quick Matrix
#918 NOHUMANBOT: bot to announce status alternative ticket callback tier 1
ESCUNAV #917: agents to process escunav EU-5 tickets
HANDOFF #12: transfer rules when agents are available
SUPBOT #916: reach human when live is available
HUMANBOT #915: distinct supervision team for unavailability
Downtime #888: technical unavailable bot distinct from human
SLA #101: async ticket response times
Pipeline: human requested + unavailable → #918 tier 1 → handoff #917 if promise_broken or VIP.
Which bot_nohuman_* intents should be configured?
Eight unavailability intents mapped ESCUNAV-MAP #917.
Eight bot_nohuman intents
bot_nohuman_status_answer: status_copy file hours ETA
bot_nohuman_out_of_hours: hours_copy alternative slots
bot_nohuman_queue_saturated: queue_copy estimated wait
bot_nohuman_ticket_offer: ticket_fallback SLA map
bot_nohuman_callback_offer: callback_process map
bot_nohuman_continue_support: helper bot current topic
bot_nohuman_agent_handoff: promise_broken VIP agent #917
bot_nohuman_feed_loop: consume LOG #917 status_copy
Each interaction logs availability_checked intent escunav_* deflect_or_handoff.
How should ESCUNAV-MAP #917 be consumed?
The bot reads ESCUNAV-MAP #917 + bot fields: status_copy, hours_copy, queue_copy, ticket_fallback_sla, callback_process, agent_handoff_url, availability_api_flag, policy_link.
Nohuman bot guardrails
NOHUMAN-REGISTRY-GATE: status from live sync registry
ALTERNATIVE-MANDATORY-BOT: ticket or callback if unavailable
HONEST-STATUS-BOT: ETA hours without minimizing
NO-FALSE-HANDOFF-BOT: do not promise human if queue closed
CONTINUE-SUPPORT-BOT: offer bot help before abandoning
HANDOFF-AVAILABLE-BOT: if live available → #12
AGENT-HANDOFF-BOT: promise_broken → agent #917
ESCUNAV-FEED-LOOP-BOT: LOG #917 enriches status_copy
NOHUMANBOT-SUP Policy in six rules
Six rules for unavailable status managed on the widget side.
NOHUMAN-REGISTRY-GATE: lookup availability before handoff
NO-FALSE-HANDOFF-BOT: handoff only if live agents
ALTERNATIVE-MANDATORY-BOT: callback ticket if unavailable
HONEST-STATUS-BOT: status_copy registry only
CONTINUE-SUPPORT-BOT: resolve tier 1 if possible
ESCUNAV-FEED-LOOP-BOT: LOG #917 widget review within 48 hours
Flow NOHUMANBOT NHB-1 to NHB-8
Flow eight steps: human requested check availability status alternative continue log handoff.
NHB-1 Ingest: message human advisor agent now
NHB-2 Classify: escunav_* vs handoff #12 vs supbot #916
NHB-3 Availability check: NOHUMAN-REGISTRY-GATE API
NHB-4 Branch: live available → HANDOFF #12 otherwise status
NHB-5 Alternative: ticket_offer callback_offer
NHB-6 Continue: continue_support current need
NHB-7 Agent handoff: promise_broken VIP → #917
NHB-8 Log: deflect false_handoff alternative_offered
Example TPL-NOHUMAN-STATUS
“Our advisors are {{status_copy}}. Estimated wait time: {{ETA}}. Alternative: ticket within {{ticket_sla}} or callback {{callback}}. I can also help you with {{sujet}}.”
TPL-NOHUMAN templates and touchpoints
Four short templates for embed unavailability.
TPL-NOHUMAN-STATUS
[status_copy map.] [queue_copy map.] HONEST-STATUS.
TPL-NOHUMAN-HOURS
[hours_copy map.] [alternative map.] Outside SLA hours.
TPL-NOHUMAN-TICKET
[ticket_fallback_sla map.] Auto reference. ALTERNATIVE-MANDATORY.
TPL-NOHUMAN-CALLBACK
[callback_process map.] Contact slot. If offered register.
Touchpoints
"I want a human": availability check branch
Queue full: queue_saturated + ticket
Out of hours: out_of_hours + callback
LOG ESCUNAV #917: feed_loop status_copy
Edge cases: agent becomes available mid-chat, BFCM, confusing bot downtime
Five out-of-standard-flow cases.
Agent available mid-flow: re-check NHB-3 HANDOFF #12
BFCM saturation: queue_copy expanded ETA priority ticket
Technical bot down: #888 downtime
Customer refuses ticket: callback_offer + agent #917 if repeat
Ticket escunav_ despite bot: feed_loop review availability gaps
Essential bot KPIs
Five NOHUMANBOT steering metrics and #917 correlation.
nohuman_bot_deflect : unavailability resolved without escunav_ ticket
nohuman_bot_alternative_offered : % with ticket or callback
nohuman_bot_false_handoff : human promise without agent target 0
nohuman_bot_continue_accepted : % continue_support accepted
nohuman_bot_status_compliance : % status aligned with register
Target: false_handoff at zero and alternative_offered above 95%.
Anti-patterns NOHUMANBOT
Five common bot unavailability errors.
False handoff: NO-FALSE-HANDOFF if queue closed
No alternative: ALTERNATIVE-MANDATORY required
Minimize wait: HONEST-STATUS actual ETA
Block all support: CONTINUE-SUPPORT offer
Ignore repeat attempt: agent handoff #917
NOHUMANBOT with Qstomy
Qstomy on Shopify: ESCUNAV-MAP sync #917, availability API lookup, templates status ticket callback, KPI nohuman_bot dashboard.
Scenario: DTC, 8 tickets/month escunav. Registry gate tier 1. nohuman_bot_deflect +42%, escunav_ tickets -39% in 4 weeks.
Explore AI support and request a demo.
Checklist, FAQ and going further
NOHUMANBOT Checklist (8 steps)
Sync ESCUNAV-MAP #917: status hours queue ticket callback
Policy NOHUMANBOT-SUP: 6 rules REGISTRY-GATE NO-FALSE-HANDOFF
8 intents bot_nohuman_*: flow NHB-1 to NHB-8
4 templates TPL-NOHUMAN-*: STATUS HOURS TICKET CALLBACK
availability_api: lookup live queue hours
handoff_branch: route #12 if agents available
Red team unavail: false handoff alternative test
Dashboard KPI: nohuman_bot_* section 9 + delta escunav_
FAQ
Difference #917?
#917 = VIP promise_broken agents. #918 = bot tier 1 alternative status.
Difference #12?
#12 = handoff when available. #918 = message when unavailable.
Difference #916?
#916 = human reach and supervision. #918 = unavailability and fallback.
Promising human after-hours?
No. NO-FALSE-HANDOFF + HOURS + alternative.
Going further
Support delays (#101)
This week: sync ESCUNAV-MAP #917, availability API, status ticket templates, measure nohuman_bot_deflect.
Enzo
July 1, 2026
