Why Handoff Matters
A chatbot can't handle everything. When a conversation is complex, sensitive, or clearly needs a human, handing off to a real agent preserves the personal touch customers expect. A smooth handoff passes the full context along, so the agent can pick up without making the customer repeat themselves.
Set Up a Handoff
- 1
Add a handoff action
In your automation flow, add the "Assign to agent" action at the point you want a human to take over, for example when the bot cannot answer or the customer asks for a person.
- 2
Add a conversation trigger
Set trigger keywords in your flow, like "agent", "human", or "help", so the bot hands off whenever a customer types one of them.
- 3
Route assignment
Decide which agent or team receives the conversation. You can route by skill, such as support or sales, or use automatic assignment rules to balance the load.
- 4
Write the transition message
Send a message telling the customer a person is joining, so the handoff feels smooth rather than confusing. Example: "Let me connect you with our support team."
- 5
Test the handoff
Run a test conversation that triggers the handoff and confirm the right agent is notified and receives the full context before replying.
When to Hand Off
Unresolved questions
When the bot can't find an answer or the customer repeats a question, hand off instead of looping.
Sensitive topics
Refunds, complaints, or personal data should go straight to a trained human agent.
Explicit request
If a customer types "agent" or "human", always honor it immediately — never force them to stay with the bot.
Tip
Carefully tuned handoffs keep your bot from trapping frustrated customers. Combining smart triggers with fast human response is the key to AI-assisted support that still feels human.