Steps AI
Human handoff

A person steps in. The conversation stays together.

When a customer needs your team, pass the conversation from your AI agent to a person. Your teammate reads the history, claims the request and replies in the same thread.

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  • Full conversation history
  • A clear owner for each request
  • Replies from your inbox
Human handoffExample conversation
Customer conversationHistory stays with the request

Can I speak to someone about my order?

Of course. I’m passing this conversation to our team.

A teammate claimed the request

Your teamI’ve read your messages. Could you share the order number?

Continue in the same thread
In your inbox

The context is already here.

  • The full chat

    What the customer asked and what your agent answered.

  • A claimed request

    A teammate takes ownership before replying.

  • One conversation

    Your team replies, then resolves the handoff.

With your team
How it works

From a request for help to a human reply.

Your team picks up where the agent left off.

Step 1 of 4

The customer asks for a person.

The conversation becomes a live request for your team to review.

Live requestNeeds a person
Customer asked for helpCan I speak to someone about my order?
Live request created

Decide what happens while customers wait.

Configure human handoff in your agent’s skills, with a clear message when your team cannot join. Select a capability to view an illustrative demonstration.

Set a wait time

Choose 10 seconds, 30 seconds, 1 minute or 2 minutes before the fallback message appears.

Your website
Business hoursInformation you provide
FAQs & documents
Your information, used in the reply
Example conversation
Are you open on Saturday?
Yes, we’re open on Saturday. How can we help?
Business hours

Before you switch it on.

  • Human handoff is available on Starter and above.
  • Enable Hand over to a person under Agent → Intelligence → Skills.
  • A handoff request does not guarantee an immediate reply. Set a fallback message for times when nobody joins.
  • Once a person takes over, the conversation stays with your team until the handoff is resolved.
FAQ

Does my customer need to repeat the question?

Your teammate can read the full conversation before replying, including the customer’s messages and the agent’s answers.

What if nobody is available?

You set how long the customer waits and the fallback message shown if nobody joins in time.

How does my team know someone needs help?

The conversation appears as a live request. You can also configure email alerts for the recipients you choose.

Does the AI keep answering during the handoff?

Once a person takes over, the conversation is with your team until the handoff is resolved.

Unified inboxManage the conversation before, during and after a handoff.
Agent skillsConfigure when your agent should ask for human help.
Set up human handoffFollow the setup guide for wait times, fallback messages and email alerts.

See how your team takes over.

Book a demo to walk through a customer request, the conversation history and a reply from your team.