We built a support widget with no human handoff. Here's why that's the honest version.

Every agency has put a chat bubble on a client's site and then watched what happens to it. The client is a six-person firm. Nobody is assigned to the inbox. A visitor types "do you do Saturday appointments?" at 21:40, gets "an agent will be with you shortly", and leaves. On Monday somebody notices the queue. That is the scene I kept coming back to...