TABLE OF CONTENTS

Introduction

The Human Handover feature allows your AI bot to automatically transfer a conversation to a human agent when it detects that the bot is no longer the best resource to assist the user.

This ensures your customer conversations stay helpful and frustration-free by escalating issues to a person when AI reaches its limits—whether due to knowledge gaps, repeated failures to. resolve complex issues, or user preference – like ” I want to talk to a human “

Why Use This?

Let’s say you run a marketing agency or a service-based business and use AI bots to handle incoming leads, book appointments, or answer FAQs. While the AI handles most conversations efficiently, some scenarios require human judgment—such as when a customer asks about a discount, reports a system failure, or simply says, “Can I speak to someone?”

With Human Handover, you can:

  • Define scenarios when the bot should automatically hand over to a human.

  • Ensure complex queries are escalated without delay.

  • Maintain a high-quality user experience even when AI can’t help.

This approach leads to:

  • Higher user satisfaction

  • Seamless bot-to-human transitions

Step-by-Step Guide to Configuring Human Handover

Step 1: Enable Human Handover Toggle
Navigate to the Bot Goals interface. Select Human Handover and toggle it ON to configure conditions for handover.

Step 2: Select a Prebuilt Scenario
Choose from predefined conditions under which the bot will trigger a handover:

  1. Contact Request (User wants to speak to a human)

    • Trigger: User explicitly asks to speak with a human.

    • Example Phrases:

      • I want to talk to a human

      • Can someone real help me?

      • Connect me to a person

  2. Lack of Information

    • Triggered when AI does not know the answer or lacks relevant knowledge.

    • No custom examples needed.

  3. Failed to Resolve Issue

    • Triggered after multiple unsuccessful attempts by the bot to resolve the same issue. Max retires – 2 

    • No examples required.

Step 3: Configure Post-Handover Actions 

Customise what happens once the bot hands over the conversation:

  • Assign Conversation to a User

    • Choose a specific user to assign the conversation

    • Optional: Skip assignment if the contact already has an assigned user.

  • Create a Task

    • Checkbox option to create a task for the selected user.

    • Default task description: “will be created by AI”

    • Due date: 24 hours from trigger.

  • Notification Management for Assigned user 

    • Go to Settings > My Staff.

    • Choose the staff member who will receive the notification.

    • Navigate to Notification Settings.

    • Enable:

    • When a conversation gets assigned to me

    • When a task gets assigned to me

  • Send a Closing Message

    • Default message: “Thank you! Someone from the team will get back to you.”

  • Bot Pause Behaviour

    • Put the bot to sleep for a specific duration after handover.

  • Create Tags

    • Default tag: human_handover

Important Notes:

  • You can configure a maximum of 3 handover actions per bot.