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The Human Handoff action allows your AI Agent to automatically transfer a conversation to a human team member when certain conditions are met. This action is created by default for every AI Agent, but is disabled by default. You just need to enable it and configure when it should be triggered.
This guide is for setting up handoff for an AI Agent. For Chatbot, see Set up handoff for Chatbot.

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Configuration

To configure human handoff for your AI Agent, follow these steps:
  1. Go to your AI Agent’s dashboard.
  2. Click on Actions from the sidebar.
Open Actions page for your AI Agent
  1. Find the Human Handoff action.
  2. Click Edit Action.
Edit Human Handoff action for your AI Agent
  1. Configure the following settings:

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Enabled

Toggle this to enable or disable automatic handoff. When disabled, the AI Agent will not hand off conversations to human agents automatically.

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When to Use

Describe when the AI Agent should hand off the conversation to a human agent. This is the core of your handoff configuration. The AI uses this description to determine when to trigger the handoff. Configure when to trigger handoff for your AI Agent You can specify:
  • Trigger conditions: When the handoff should occur (e.g. “when the user asks to speak with a human”, “when the user has a billing issue”).
  • Pre-handoff behavior: How the AI should handle the conversation before handing off (e.g. “try to resolve the issue first, then hand off if unsuccessful”).
  • Topics for escalation: Specific topics or keywords that should always trigger a handoff.
  • Handoff message: Describe how the AI should inform the user when initiating the handoff (e.g. notify the user that they are being transferred to a team member). Avoid providing exact phrases, as the AI will adapt the message to match the user’s language.
Be as specific as possible. The more detailed your instructions, the better the AI will be at determining when to hand off. Include example phrases and scenarios if applicable.

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Auto-assign priority

When enabled, the AI will automatically assign a priority level to the conversation when handing it off. This helps your team triage and address the most urgent conversations first. The priority is determined by the AI based on the context and urgency of the conversation. Auto-assign priority for your AI Agent

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Information to Gather

Define parameters the AI Agent must collect from the user before initiating the handoff. The Agent will automatically gather these from the conversation context or ask the user directly. This is useful for ensuring your team has the necessary information when they pick up the conversation, such as the user’s name, email, order number, or a description of their issue. Configure information to gather for your AI Agent

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What happens after handoff

Once the AI Agent triggers the handoff:
  1. The conversation is flagged as Needs agent intervention in the Conversations page.
Indicator in the conversation thread that the conversation needs agent intervention
  1. An AI summary of the conversation is generated for the agent.
AI summary for the agent after handoff
  1. If notifications are enabled, your team will be notified.
  2. A team member can then pick up the conversation and reply directly.

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Next steps

Availability

Set office hours and reply time for your team.

Notifications

Configure notifications for your team.

Managing Conversations

Learn how to manage handed-off conversations.