Human handoff
Allow AI to transfer a person to a live agent.
Action — Requires at least one team with a live agent signed in and available to inherit chats from the AI agent.
What it does
Transfers a chat from the AI agent to a live agent, who replies from the Inbox helpdesk dashboard. Once a live agent is handling the chat, it becomes a livechat.
When to use it
When a person needs a human — a complex request, a complaint, or anything the scripted flow and LLM cannot resolve.
Settings
User availability check
When enabled, chats are only transferred to a live agent who is online. If no agent is available, the handoff does not proceed.
Assign chat
Determines where the chat is routed: Assign to all users in the teamspace — all live agents see the pending chat and can claim it. Assign to specific users or teams — only the specified agents or teams see the chat.
Assign by language
Optional. Further concentrates assignments by the AI agent's active language.
See Chat assignment to configure how chats are distributed to agents.
Handing back to the AI agent
A chat returns to the AI agent when its status is marked Closed. This fires the Chat closed trigger and runs any enabled subsequent actions. The flow then resumes from the original Human handoff action, running through the nested When live agent closes chat tree.
Related
Live agent handoffChat closedCollect feedbackLast updated