Help Center

Understanding Human Handover

The Human Handover action in Conversation AI allows your automated chatbot to intelligently transfer a conversation to a live team member. This feature ensures that when a customer's request is too complex, goes unanswered, or they explicitly ask for a person, the interaction is smoothly escalated to human support. This prevents customer frustration and maintains a high-quality service experience by blending automation with personal assistance.

Setting Up a Human Handover Action

You can configure this action within your bot's goals. Navigate to your AI Agents, select the Conversation AI tab, and edit your desired bot. Inside the bot editor, go to the Bot Goals tab. In the Setup Your Actions section, you will find the Human Handover button to begin configuration.

Selecting a Handover Scenario

You can enable one or more pre-defined scenarios that will trigger the handover. For each, you must turn on the Enable Scenario toggle.

Human Requested: Triggers when the contact asks to speak with a person. You can add custom example phrases like "I want to talk to a human" or "Connect me to a person" to help the AI recognize these requests.
Lack of Information: Triggers when the AI determines it does not have the knowledge or data to answer the query.
Failed to Resolve Issue: Triggers after the AI has made multiple unsuccessful attempts (a maximum of two retries) to address the contact's issue.

Configuring Post-Handover Actions

Once a handover is triggered, you can define what happens next. You can configure up to six handover actions per bot.

Assign Conversation to a User: Choose a specific team member to take over the chat. You can optionally skip this assignment if the contact already has a user assigned.
Final Message: Set a closing message the bot will send before stepping aside, such as "Thank you! A team member will be with you shortly."
Bot Pause Behaviour: Set a duration (in days, hours, and minutes) for the bot to stop responding in that conversation, giving your team time to intervene.
Create a Task: A task will be automatically created for the contact with a default due time of 24 hours from the trigger.
Create Tags: You can have a tag, like "human_handover," automatically added to the contact's profile.

Managing Notifications for Your Team

To ensure your staff is alerted immediately when a conversation is handed to them, you must enable their notification settings. Go to your sub-account Settings, then to the My Staff tab. Edit the staff member's profile and navigate to the Notification Settings tab. Here, enable notifications for When a conversation gets assigned to me and When a task gets assigned to me, then save the changes.

Customizing Your Handover Process