Human Handoff

Human handoff is a critical feature that ensures customers always get the help they need. When an AI agent can't handle a request, it escalates to your team.

Handoff Triggers

AI agents request handoff when:

• The customer explicitly asks for a human ("Let me speak to a person")
• The agent detects frustration or anger in the customer's tone
• The conversation topic is outside the agent's knowledge
• The agent is uncertain about the correct response
• A specific keyword or condition is met (configured in agent instructions)

Handoff Flow

When handoff is triggered:

• 1. The AI agent informs the customer that a team member will take over
• 2. The conversation is marked with "Handoff Requested" status
• 3. Your team receives a notification (inbox, email, or Slack)
• 4. A team member accepts the handoff and the AI pauses
• 5. The team member can re-enable AI at any time