How to Configure Human Handover in Conversation AI

Human Handover transitions a Conversation AI session from the bot to a human teammate. Useful when the AI hits its limits or the customer explicitly asks for a person.

What it does

• Detects when the bot should step aside
• Assigns the conversation to a teammate
• Creates a follow-up task on the contact
• Sends a closing message before handing off
• Pauses the bot for a configurable duration
• Tags the contact for reporting

Set up Human Handover

Step 1: open Bot Goals

1. From your sub-account, open AI Agents.
2. Click the Conversation AI tab.
3. Click the bot name, or click the three dots and choose Edit.
4. Open the Bot Goals tab.
5. Scroll to Setup Your Actions and click Human Handover.

Step 2: enable scenarios

Pick from three prebuilt triggers. Toggle Enable Scenario on each one you want active.

• Human Requested — user asks for a person. Add example phrases like "I want to talk to a human" or "Connect me to a person" via the + Add Example Phrase button.
• Lack of Information — the AI can't find a relevant answer. No examples needed.
• Failed to Resolve Issue — the bot fails repeatedly (max 2 retries). No examples needed.

Step 3: configure post-handover actions

1. Assign Conversation to a User — pick the user. Optionally skip if the contact already has an assigned user.
2. Final Message — the closing message the bot sends. Example: Thanks! Someone from the team will get back to you.
3. Bot Pause Behaviour — set the resume timer in days, hours, and minutes.
4. Create a Task — auto-creates a task on the contact, due 24 hours from trigger.
5. Create Tags — adds a tag (default human_handover) to the contact.

Notify the assigned user

1. From your sub-account, open Settings → My Staff.
2. Click Edit on the user you want to notify.
3. Open Notification Settings.
4. Enable notifications for: When a conversation gets assigned to me and When a task gets assigned to me.
5. Click Save.

Limits and tips

• Maximum of 3 handover actions per bot
• Assign by expertise — sales requests to sales reps, billing requests to ops
• Use the tag for reporting on how often the bot escalates

FAQ