Human Handoff

When and how AI agents transfer conversations to your team.

Human handoff makes sure customers always reach a person when they need one. Set it up in the builder's Capabilities and handoff step.

Handoff Settings

The settings you can change:

Enable human handoff: recommended. When it is off, keywords never start a handoff.
Trigger keywords: phrases that start a handoff. Raqi already recognizes explicit requests such as "talk to a human" in many languages and dialects.
Auto-suggest handoff: the AI offers a person when it clearly cannot solve the issue.
Handoff message: what the customer receives. Leave it empty for Raqi's default notice in the customer's language.
Email an alert to: one more address to alert. Every member of your team already gets an email for each handoff request, unless they turned off "New messages" or "AI agents" in their notification settings.
Auto-tag as: a tag added to every handoff (default needs-attention).
Auto-resume AI: never, or after 1, 6, 12 or 24 hours without a reply from your team.

When a handoff starts:

1. The AI goes quiet in that chat and the customer receives the handoff message
2. The thread shows "Customer requested human agent" or "Agent requested human agent" with an Approve button
3. Your team gets an in-app notification and an email, plus the extra alert email if you set one
4. A teammate clicks Approve to take over; the chat switches to Human Agent
5. Resume AI in the header hands the chat back to the agent

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