Who This Is For / When to Use
This feature is for teams using Conversation AI bots that want a reliable fallback to human agents.
Use this when:
Customers explicitly ask to speak with a human
The bot cannot confidently resolve a request
Conversations require manual follow-up or escalation
You want clear ownership and notifications for handovers
What Human Handover Does
When enabled, Human Handover:
Monitors conversations for specific escalation scenarios
Assigns the conversation to a selected user
Sends a final bot message before pausing AI responses
Optionally creates tasks and applies tags
Notifies assigned users through their notification settings
The bot pauses automatically after handover and can reactivate later.
Available Handover Scenarios
Each scenario can be enabled or disabled independently.
Human Requested
Triggers when the contact directly asks to speak with a human (for example, “I want to talk to a human”).
Lack of Information
Triggers when the AI determines it does not have enough information to respond accurately.
Failed to Resolve Issue
Triggers after multiple unsuccessful AI attempts to resolve the contact’s request.
How to Enable and Configure Human Handover
Step 1: Open Human Handover Settings
Go to Bot Goals in your Conversation AI bot.
Click Human Handover under Setup your Actions.
Step 2: Enable a Handover Scenario
Select a scenario (for example, Human Requested) and toggle Enable scenario.
Set:
Scenario name
Trigger Condition (such as direct request to speak with a human)
Example Phrases that should activate the handover
These phrases help the AI recognize when to escalate.
Step 3: Configure Assignment and Final Actions
For the enabled scenario, configure the following required and optional actions:
Assign Conversation to a Specific User
Final Message sent before the bot goes to sleep
Reactivate bot after a defined time (optional)
Create a task on the contact (optional)
Add custom tags (optional, for tracking handovers)
Step 4: Save the Scenario
Click Save to activate the handover scenario.
You can configure multiple scenarios per bot.
Configure Notifications for Human Agents
To ensure assigned users are alerted:
Go to Settings → My Staff
Select a user
Open Notification Settings
Enable notifications for:
Conversation assigned to me
Task assigned to me
Limits and Behavior
You can configure up to 6 Human Handover actions per bot
The bot pauses automatically after handover
Progress is saved automatically if you leave the setup screen
Handover works across all channels where the bot is active
Common Issues and Fixes
The handover does not trigger
Confirm the scenario is enabled
Verify example phrases are realistic and specific
Ensure the bot is in Auto Pilot mode
The conversation is not assigned
Confirm a user is selected for assignment
Check user availability and permissions
The bot continues responding after handover
Ensure Pause the bot behavior is enabled
Verify the final message is saved correctly
Frequently Asked Questions
What triggers Human Handover?
Human Handover is triggered when a contact requests a human, the AI lacks information, or the AI fails to resolve the issue.
How many handover actions can I configure?
You can configure up to 6 handover actions per bot.
Can I customize the final message?
Yes. Each scenario allows a custom final message before the bot pauses.
Are tasks created automatically?
Tasks are optional and can be enabled per scenario.
Can the bot resume later?
Yes. You can configure automatic reactivation after a defined time.
Is setup progress saved automatically?
Yes. Smart session memory saves your progress if you leave the editor.