Human handoff automatically transfers conversations from AI to human agents when needed, ensuring your customers always get the best possible support.

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When Does Handoff Happen?

By default, handoff occurs automatically in two situations:

User Request

When a customer specifically asks to speak with a human agent

AI Decision

When the AI determines it cannot properly handle the situation
You can configure handoff rules and conditions in your dashboard under Settings -> Handoff.

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Handoff Across Channels

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Web Chat

  • AI automatically stops responding
  • Human agent takes over the conversation
  • Same chat thread, same customer
  • Full conversation history preserved
You can also listen for the handoff event on the widget and display a custom message or form. 
// Add handoff handling to your widget
const options = {
  token: 'YOUR_TOKEN',
  onHandoff: (payload) => {
    // Handle handoff event
    console.log('Conversation handed off:', payload.summary);
  },
};

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Phone Calls

  • Set up a fallback phone number in your dashboard
  • AI automatically transfers calls when needed
  • Call history and context are preserved

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Email Support

  • AI assigns complex emails to human agents
  • Includes conversation summary and context
  • Integrates with your existing support workflow

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Slack

  • AI seamlessly hands off to your Slack support channels
  • Support team gets notified with conversation context
  • Respond directly from Slack to the customer

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WhatsApp

  • AI automatically stops responding
  • Human agent continues in the same chat thread
  • No additional setup needed
  • Full conversation history preserved

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SMS

  • AI steps back when handoff is needed
  • Human agent takes over the conversation
  • Same phone number, same thread
  • Seamless transition for the customer

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Customizing the handoff experience

Handoff settings You can customize when and how handoffs occur through your dashboard (Settings -> Handoff):

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Restricted Topics

Define topics that should always be handled by human agents. For example:
  • Billing disputes
  • Account cancellations
  • Legal issues

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Handoff Levels

Control how quickly the AI transfers to human agents:
  • AI Only: AI handles all conversations
  • Quick Handoff: AI hands off quickly on any customer frustration or request
  • Balanced Mode: AI attempts to solve issues but respects direct requests
  • AI First Mode: AI will require complete problem statement before any handoff
High-volume customers often prefer delayed handoffs to ensure the AI has a chance to resolve simple issues before escalating to human agents.