Skip to main content

Define the handoff to a human

Support agent

What you'll achieve​

The team knows when and how to step in, and the cases the agent escalates reach the right person.

Before you start​

  • The team invited, with roles that have the conversation permissions (conversations.takeover, release, close).
  • Each member's assignment rules.

Step by step​

1. Define who handles what​

In Team → Members → Edit member, turn on This user will have assignment rules and fill in Categories they handle, Geographic coverage, Ticket types they handle and, if applicable, Handles e-commerce platform issues. The cases and tickets the agent escalates are distributed with these rules.

2. Define when the agent hands off​

In Context:

  • Completion criteria: when the agent considers the goal met and closes or hands off.
  • Message when it's not in the knowledge base: for example, offer to hand off to an advisor.
  • In Customer types, handing off to a person and filing a case are always available.

3. Teach how to take over a conversation​

  1. In Conversations, the advisor opens the thread and clicks Take over (it switches to Human mode; the AI stops replying).
  2. They reply in Type a message....
  3. When done, they click Return to AI or Close.

What the advisor sees on receiving it​

  • The full thread, the channel and the conversation's rating with its signals.
  • If the agent filed a ticket: the ticket with Summary, Reason, Details and the View conversation link.
  • A notification (Conversation handed to another agent, A ticket was assigned to you).

How to verify it worked​

Ask the agent, over a test channel, to hand you off to a person or to file a case: the ticket must appear assigned to the right person and the conversation must show up in the inbox.

Last updated on