Human handover

Human handover lets your AI bot pass a conversation to a real person when it can no longer help, so customers are not stuck going in circles with a bot.

For a local service business, a customer asking about an unusual repair or asking to speak to the owner can be handed to the team member you've chosen, with a task and tag.

Handover scenarios you can enable:

• Human Requested: the contact asks for a person. Add example phrases such as "connect me to a person."
• Lack of Information: the bot cannot find enough information to answer.
• Failed to Resolve Issue: repeated attempts fail, with up to 2 retries.

To set it up, go to AI Agents > Conversation AI, open the bot, go to Bot Goals and select Human Handover. Then choose what happens: assign the conversation to a user (or keep the current one), write the final message the bot sends, pause the bot for a set number of days, hours and minutes, create a task due 24 hours later, and add a tag (human_handover by default). Make sure the assigned user has notifications for assigned conversations and tasks turned on under Settings > My Staff.

You can also hand a conversation from one bot to another with the Transfer Bot action. For example, a general intake bot can pass AC repair questions to a dedicated AC bot. You give the action a name, a trigger condition, example phrases and a destination bot. Both bots must be active on the same channel and in Auto Pilot mode. If you use the Update Conversation AI Bot and Status workflow action, add a Wait step so the original bot does not break the transfer.