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Set up handoff for AI Agent

The Human Handoff action allows your AI Agent to automatically transfer a conversation to a human team member when certain conditions are met.

This action is created by default for every AI Agent, but it is disabled by default. You just need to enable it and configure exactly when it should be triggered.

Configuration

Section titled “Configuration”

To configure human handoff for your AI Agent, follow these steps:

  1. Open your workspace and go to the Agents page.
  2. Select your agent to open the Agent Builder.
  3. Click on the Actions tab from the top navigation menu.
  4. Find the Human Handoff action in your list of actions.
  5. Click Edit Action.

Configure the following settings:

Enabled (Live/Draft)

Section titled “Enabled (Live/Draft)”

Toggle this to enable or disable automatic handoff. When disabled (Draft), the AI Agent will never hand off conversations to human agents automatically.

When to Use

Section titled “When to Use”

Describe exactly when the AI Agent should hand off the conversation to a human agent. This is the core of your handoff configuration. The AI uses this natural language description to determine when to trigger the handoff.

You can specify:

  • Trigger conditions: When the handoff should occur (e.g., “when the user explicitly asks to speak with a human”, “when the user has a complex billing issue”).
  • Pre-handoff behavior: How the AI should handle the conversation before handing off (e.g., “try to resolve the issue using the knowledge base first, then hand off if unsuccessful”).
  • Topics for escalation: Specific topics or keywords that should always trigger an immediate handoff.
  • Handoff message: Describe how the AI should inform the user when initiating the handoff (e.g., notify the user that they are being transferred to a live support team member). Avoid providing exact rigid phrases, as the AI will adapt the message naturally to match the user’s language and tone.

Tip: Be as specific as possible. The more detailed your instructions, the better the AI will be at autonomously determining when to hand off. Include example phrases and scenarios if applicable.

AI Dynamic Priority

Section titled “AI Dynamic Priority”

When enabled, the AI will intelligently analyze the entire context and urgency of the conversation and automatically assign a priority level (Low, Medium, High, Urgent) to the conversation when handing it off. This helps your team automatically triage and address the most urgent conversations first. (Note: This feature requires a paid plan).

Information to Gather

Section titled “Information to Gather”

Define parameters the AI Agent must collect from the user before initiating the handoff. The Agent will automatically extract these from the conversation context, or, if missing, ask the user directly in natural language.

This is useful for ensuring your team has all the necessary information when they pick up the conversation, such as the user’s Name, Email, Order ID, or a detailed description of their issue.

What happens after handoff

Section titled “What happens after handoff”

Once the AI Agent triggers the handoff:

  1. The conversation is immediately flagged as Needs agent intervention in the Conversations page.
  2. An AI-generated summary of the conversation is created for the agent so they don’t have to read the entire transcript.
  3. If email notifications are enabled, your team will be instantly notified.
  4. A human team member can then pick up the conversation, review the gathered parameters, and reply directly to the user.

Next steps

Section titled “Next steps”