Human Handoff

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:

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

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