Human Handoff
Your AI agent handles most conversations on its own, but you can step in at any time. Handoff controls let you take over from the agent, transfer a conversation to a teammate, and hand it back to the agent once the moment has passed.
Taking over from the agent
Section titled “Taking over from the agent”Open any conversation and use Take Over to pause the AI agent and reply yourself. You can add an optional reason to record why you stepped in. While you hold the conversation, the header shows it’s handled by a person, not the agent.
When you’re finished, use Hand Back to AI to let the agent resume. You can include a short summary to bring the agent up to speed.
Transferring to a teammate
Section titled “Transferring to a teammate”Use Handoff to transfer a conversation to another operator. Pick the receiving teammate, choose a reason (such as Customer Request, Specialist Required, or Workload Balance), and add optional notes for context. Past transfers are recorded in the conversation’s handoff history.
Automatic escalation
Section titled “Automatic escalation”You can set up rules that hand a conversation to a person automatically — for example, after a long wait, when a message contains certain keywords, or when sentiment turns negative. Configure these in Escalation Rules under settings.