Live handoff
Move a conversation from the AI to a teammate without losing context.
A handoff lets a person continue a conversation when the AI should not handle it alone.
How a handoff starts
- The assistant can request a handoff when it cannot safely help or the customer asks for a person.
- A flow can route specific cases to a person, such as refunds above a limit.
Send a short message before the handoff so the customer knows what is happening. The conversation then appears in the inbox with the handoff reason.
What the teammate sees
The teammate receives:
- The full message history
- Details remembered during the conversation
- Customer and visitor context
- The reason for the handoff
The customer does not need to explain the issue again.
Take over or return to automation
A teammate takes over by replying. While a person is handling the conversation, the automation stays out of the way.
After the human task is complete, the conversation can return to automation or be resolved. Watch real handoffs and update the assistant's instructions if it hands off too early or too late.
Send it to the right place
- The assistant asks for a person itself, with its Hand off to agent tool. Name the topics that should always reach one under Always hand over in the assistant.
- A flow can mark a conversation as waiting with Update conversation, so your team sees it in Messages.
- For a group or agent in a connected help desk, use integration actions.