Overview

The Human Handoff feature enables your AI Agent to seamlessly transfer conversations to a human support team when it cannot fully resolve a user query.

This ensures that customer interactions are never dropped and that complex or sensitive queries are handled by the right team, while maintaining full conversation continuity.

Why This Matters

AI Agents are designed to handle a large volume of customer interactions. However, certain scenarios require human intervention, such as:

• Complex or business-specific queries
• Escalations or complaints
• Requests requiring decision-making or approvals

Human Handoff ensures your AI Agent remains effective while delivering a complete, end-to-end customer experience.

Key Capabilities

• Rule-based escalation: Automatically trigger handoff based on defined conditions
• Custom escalation triggers: Add your own rules for specific use cases
• Third-party integrations: Connect with platforms like Zendesk
• Conversation continuity: Full chat context is shared with the human agent
• Bi-directional communication: Human agents can respond directly within the conversation
• Session lifecycle management: AI resumes control once the human interaction ends

Configuration Steps

Step 1: Go to the ‘Actions’ option in the left menu.

Step 2: Enable the ‘Human Handoff’ option using the toggle.

Step 3: Click on ‘Configure’ to start configuring the human handoff by the AI Agent.

Step 4: The ‘When to Use’ section here allows you to configure the AI Agent behaviour when relating to a human handoff. Here, you can set the rules that govern the handoff and set triggers for this.

Step 5: To add a rule, click on ‘Add New Rule’ and specify when you would like to have the human handoff to take place.

Step 6: You can choose from your integrations to initiate human hanoffs to your team. 

Step 7: If you want to add a new integration for this click on ‘Manage Integrations’ here and add your integration.

Using Human Handoff

From the End User Perspective

• User requests help beyond the AI Agent’s capability
• AI responds with a handoff message
• A human agent joins the conversation
• Conversation continues seamlessly

From the Support Team Perspective

• A ticket is created in the integrated platform
• Full conversation history is available
• Agents can:
  • Assign the ticket
  • Respond to the user
  • Resolve the issue

Best Practices

• Define clear escalation rules to avoid unnecessary handoffs
• Ensure integration credentials are properly configured
• Train support teams to handle AI-generated tickets efficiently
• Monitor handoff frequency to identify gaps in AI knowledge