🗣️ Conversation AI - Human Handover

Your AI bot can now automatically hand off conversations to a human when it detects it's no longer the best fit to assist. Whether it’s a complex question, repeated failures, or a direct request like “Can I speak to a human?”, the bot ensures your customers aren’t left frustrated.

This feature is released via labs

How It Works?

Enable Human Handover

Go to Bot Goals.

Select Human Handover and toggle it ON to start configuring.

Choose a Scenario to Trigger the Handover

Pick from predefined handover triggers:

Contact Request: When the user asks for a human.

Example: “I want to talk to a human”, “Can someone real help me?”

Lack of Information: When the AI doesn’t know the answer.

Failed to Resolve Issue: Triggered after 2 failed attempts by the AI to help.

Configure What Happens Next

Customize the handover workflow:

Assign Conversation to a User

Choose a staff member or auto-assign based on existing assignment.

Create a Task

Checkbox to auto-create a task.

Default description: "will be created by AI", due in 24 hours.

Send a Closing Message

Default: "Thank you! Someone from the team will get back to you."

Pause the Bot

Temporarily disable AI messages for a specific time.

Create Tags

Default tag: human_handover

Manage Notifications for Human Agents

Make sure staff are alerted when they’re assigned:

Go to Settings > My Staff

Choose the user.

Enable these in Notification Settings:

✅ When a conversation gets assigned to me

✅ When a task gets assigned to me

📝 Notes

A maximum of 6 handover actions per bot can be configured.