Human Agent Handoff
Learn how to configure and manage seamless handoffs from AI teammates to your human support team.
How Handoff Works
When your AI teammate determines that a conversation needs human attention — based on your escalation policy — it performs a handoff. The AI teammate creates a ticket, notifies your team (via email, Slack, or your help desk), and informs the customer that a human agent will follow up. The full conversation history is passed along so the human agent has complete context.
Setting Up Handoff
Handoff is controlled by your escalation policy. Configure it in your teammate's Settings under the relevant channel (Chat, Email, or Phone). Choose from pre-built templates or write a custom policy that defines when handoff should occur. You also need to set up a notification channel — this can be email, Slack, or a help desk integration where your team receives escalation alerts.
- 1
Configure your escalation policy
Go to your teammate's Settings > Channel > Escalation Policy tab. Choose a template or write a custom policy.
- 2
Connect notification channels
Connect Slack, email forwarding, or a help desk integration so your team is notified immediately when handoff occurs.
- 3
Add human agents
Add team members who will handle escalated conversations from the Human Agents page in your teammate's sidebar.
Human Agents Page
The Human Agents page (found in your teammate's sidebar) lets you manage the team members who handle escalated conversations. Add agents, set their availability, and configure routing rules so the right person gets the right ticket.
Customer Experience During Handoff
Customers are always informed when a handoff happens. Your AI teammate sends a message (customizable in your escalation policy) letting the customer know a human agent will take over. The transition is seamless — the conversation continues in the same channel without the customer needing to repeat themselves.