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This page is a complete reference for every option on the Settings → Handoff page in your dashboard. If you are new to handoff, start with the Human Handoff overview.

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AI to human transfer behavior

Controls when the AI decides to hand off a conversation. You can configure this in one of two ways:
  • Preset levels — four opinionated presets from “AI Only” to “AI-First”.
  • Advanced mode — individual toggles for each handoff trigger.
Only one of the two is active at a time. Switching between them is a UI toggle at the bottom of the section.

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Preset levels

The AI handles all conversations without ever transferring to a human.
  • No handoff to human agents.
  • Customer requests for a human are declined.
  • Useful for fully-automated deflection channels where no human team is available.
The AI hands off quickly on any customer frustration or explicit request.
  • Hands off on any sign of frustration.
  • Transfers if the conversation isn’t making progress.
  • Immediate transfer when the customer asks for a human.
This is the default when you first enable handoff.
The AI attempts to resolve the issue, but respects direct requests for a human.
  • Tries to understand the problem first.
  • Transfers when the customer explicitly asks for a human.
  • Gathers basic information before the handoff to save the agent’s time.
The AI requires a complete problem statement before any handoff.
  • Requires the customer to describe the problem clearly.
  • Attempts multiple solutions before escalating.
  • Transfers only after a thorough problem-solving attempt.
Use this when your human team is a scarce resource and you want the AI to exhaust all options first.
Which level should you pick? If you have a responsive human team and care most about customer experience, use Quick Handoff. If your team is small or you want the AI to deflect as much volume as possible, use Balanced or AI-First. You can change levels at any time — the setting takes effect immediately for new messages.

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Advanced mode

Advanced mode replaces the preset level with individual toggles. Use it when the presets don’t fit your policy.
SettingWhat it does
Enable HandoffMaster switch. When off, the AI never transfers to a human regardless of other toggles.
Handoff on FrustrationTransfer when the AI detects customer frustration.
Handoff on Unproductive ConversationsTransfer when the conversation stops making progress.
Handoff on Human RequestTransfer when the customer explicitly asks for a human agent.
Require Problem StatementBefore transferring, the AI must extract a clear problem statement from the customer.
Disabling Handoff on Human Request means the AI will ignore messages like “let me talk to a human”. This is almost never what you want — customers expect that option to work, and blocking it is a common source of CSAT complaints. Only turn it off if you have a specific business reason and a separate escalation path.

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Within office hours

Customize the AI’s message when it hands off during your configured office hours. The text you provide here is used as instructions for the AI — the AI will phrase it naturally in the conversation’s language. Example:
I’ll transfer you to our support team now. They’ll be with you shortly.
Leave blank to use the AI’s default wording.

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Outside office hours

Two settings control behavior when a handoff is needed outside office hours.

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Allow handoff outside office hours

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handoff_outside_office_hours
boolean
default:"false"
When enabled, conversations can still be transferred to human agents outside office hours. Agents will see the handoff when they’re next online.
When disabled, the AI will not transfer outside of office hours — even on explicit request.

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Outside hours AI instructions

Custom instructions used when the AI needs to respond to a handoff situation outside office hours. The wording depends on whether you allow handoff outside hours:
  • If allowed: let the customer know the transfer happened but a response may be delayed.
  • If not allowed: explain that the support team is unavailable and will reply during office hours.
Example (handoff allowed outside hours):
I’ll transfer you to our support team, but please note that since we’re outside office hours, their response might be delayed.
Example (handoff not allowed outside hours):
Our human support team is currently unavailable as we are outside office hours. They will be back during regular business hours.
Office hours are configured in Settings → Office Hours. The handoff settings read from that configuration.

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Handoff summary language

When a handoff happens, the AI generates a short summary of the conversation for the human agent. This section controls the language that summary is written in.
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handoff_summary_based_on_session_language
boolean
default:"true"
When enabled, the summary is written in the same language the conversation is happening in.
Disable this toggle to pin the summary to a specific language regardless of the conversation language — useful when your support team only reads one language but your customers chat in many.

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Forbidden topics

Certain topics always trigger a handoff, regardless of the level or advanced toggles above. These include legal matters, financial details, and other sensitive categories. Forbidden topics are managed in Settings → AI Autopilot, not on the Handoff page. See Unapproved Topics for the full list and how to configure your own.

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Data collection

Before the AI transfers a conversation to a human, it can be required to collect specific information from the customer. This saves the human agent from asking for it again.
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must_collect_email
boolean
default:"false"
The AI will collect the customer’s email address before handing off, unless it’s already available from the customer’s profile.
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must_collect_name
boolean
default:"false"
The AI will collect the customer’s name before handing off, unless it’s already available from the customer’s profile.
These toggles save immediately — no need to click “Save” at the top of the page.

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Saving changes

Most settings on this page only persist after you click Save at the top right. The two data collection toggles are the exception — they save on toggle. If you navigate away without saving, unsaved changes are lost.