Human Handoff

Allow AI to transfer a person to a live representative.

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

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

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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 rep who's online.

• Assign chat — determines where the chat gets transferred:

  • Assign to all users in the sub-company — all live reps in the same sub-company as the AI assistant will see the pending chat and be able to claim it.

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

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

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

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Handing Back to AI Assistant

A chat is automatically returned from a live rep back to the AI assistant when the chat's status is marked as Closed. This initiates the Chat Closed by Live Rep 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 rep closes chat tree.