The question isn't really "chatbot or human" — it's which conversations belong to each, and how cleanly one hands off to the other.
Repetitive, well-defined questions — hours, pricing, availability, how something works — are exactly what a content-trained assistant handles well, instantly, at any hour. It also excels at the tedious parts of a transaction: capturing contact details, checking calendar availability, confirming a booking.
Anything emotionally sensitive, ambiguous, or specific to a situation the assistant hasn't seen before needs a real person. A visitor who's frustrated, confused, or asking something outside what the business has documented should reach a human quickly — not be stuck arguing with a bot that keeps guessing.
The worst version of a chatbot is one that can't tell the difference — it either escalates everything (defeating the point of having it) or escalates nothing (frustrating visitors who need a person). A well-built assistant recognizes its own limits and hands off live, rather than looping a visitor through canned responses.
That live handoff — a real two-way conversation over Slack, not a dead-end contact form — is one of the four things we think a chatbot should actually do. Details on the features page.