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Configuring Human Handoff

Turn on human handoff for an agent with the Escalate to Human action, and choose how and when conversations reach your team.

Human handoff is set up with the Escalate to Human action.

Add the action

In your agent, go to Build > Actions, select Create action, and choose Escalate to Human. Enabling it uses one of your agent’s available Actions & Widgets per agent slots.

Choose the escalation method

Choose Live chat for real-time replies from your team, or Create ticket to follow up later while the AI keeps responding.

Choose when to escalate

Turn on Show live chat button so visitors can ask for a person at any time. Turn on Allow AI to request live chat and describe the condition under When to escalate to let the agent escalate on its own.

Customize the messages

Set the Button label, the Waiting message visitors see until a teammate joins, and, for tickets, the Confirmation message.

Choose what happens if nobody answers

For live chat, choose when an unclaimed request becomes a ticket under Create a ticket if nobody claims the request. The default is After 5 minutes. Choose Keep waiting to turn it off.

Set up notifications

Turn on Email the team about new tickets so Owners, Admins, and Editors get an email for each new ticket.

Choose the channels

Under Channels, choose where handoff is available: Web widget, Public chat, or WhatsApp.

See Escalate to Human for every setting.

Writing the escalation condition

If you keep the default text under When to escalate, it matches the escalation method: live chat escalates when the visitor asks for a person, and tickets are created when the visitor asks for a ticket, reports a problem the agent can’t solve, or asks the team to follow up. Switching the method switches the default text too.

To write your own, be specific about when your team should step in. For example:

Escalate when the visitor explicitly asks for a human, wants to cancel their subscription, reports a billing error, or is still unhappy after two answers.

Test it in the Playground before going live.

Who can reply

Team members with the Owner, Admin, or Editor role can manage tickets, add notes, and reply to customers on tickets assigned to them. Viewers can see tickets but can’t change them. See Roles and Permissions.