Human Handoff

Allow AI to transfer a person to a live agent.

A human handoff requires at least one Team with a live agent signed-in and available to inherit chats from the AI agent.

The Human Handoff action transfers a chat from the AI agent to a live agent, who replies to chats from the Inbox helpdesk dashboard. Once a live agent is handling a chat, it's referred to as a livechat.

---

Configuration

Select a Human Handoff action from the tree to open its settings:

• User availability check — when enabled, chats are only transferrable to a live agent who's online.

• Assign chat — determines where the chat gets transferred:

  • Assign to all users in the teamspace — all live agents in the same teamspace as the AI agent will see the pending chat and be able to claim it.

  • Assign to specific users or teams — only the specified teams or live agents will see the chat.

    • Assign by language (optional) — if the AI agent supports multiple languages defined in its General settings, you can further concentrate the team/live agent assignments by language.

See Chat Assignment to configure how chats get assigned to specific live agents.

---

Handing Back to AI Agent

A chat is automatically returned from a live agent back to the AI agent when the chat's status is marked as Closed. This initiates the Chat Closed by Live Agent trigger, and any enabled subsequent actions like Collect Feedback will take place.

Then, the chat flow will immediately resume from the original Human Handoff action, running through any subsequent actions in the nested When live agent closes chat tree.