Will I know when a customer needs a person?

Yes. When the AI cannot answer from your help articles, Coasting emails your whole team once for that conversation, with the customer's name, the first line of their question and a link straight to it. A second message on the same conversation does not send another email.

You will also see it in the shared inbox, and the customer is told plainly that a team member will follow up by email rather than being promised an instant reply in the chat.

There is no Slack, SMS or on-call alerting yet.