Human Handoff
The Human Handoff action allows the AI Agent to gracefully transfer conversations to human operators.
Unlike standard forms, this is a fully autonomous action. You don’t need to manually design a rigid flow; you simply instruct the AI on when it should escalate, and what it needs to know first. The AI will naturally converse with the user, collect the required parameters, and then seamlessly alert your live support team.
Configuration
Section titled “Configuration”Below are the configuration options for the Human Handoff action:
When to Use
Section titled “When to Use”Define exactly when the AI Agent should hand off the chat. You can specify how it should handle the conversation before handoff and which topics should trigger escalation.
Example default prompt: “Use this action when the user explicitly requests to speak with a human. If you have exhausted all knowledge, first confirm with the user by asking if they would like to be connected with support.”
AI Dynamic Priority
Section titled “AI Dynamic Priority”When enabled, the AI will intelligently analyze the entire context of the conversation and dynamically assign the correct priority level (Low, Medium, High, or Urgent) to the escalation ticket. (Note: This feature requires a paid plan).
Information to Gather
Section titled “Information to Gather”Define the parameters the AI must collect from the user before initiating the handoff (e.g., Email Address, Issue Description, Order ID).
The AI will intelligently ask the user for these details one by one in natural conversation. Once all required parameters are collected, the handoff is triggered.
- Parameter Name: What the data is called.
- Description: Instructions for the AI on how to ask for or extract this parameter.
- Variable Mapping: Optionally map the collected parameter to a PicoBot Variable to store it permanently in the user’s session.