Artificial Intelligence · 1 min read
Conversation AI: Human Handover Action
Human Handover passes a conversation from the AI agent to a team member. It's useful when a contact asks for a person, gets frustrated, or asks something the agent can't answer.
Set it up
- Go to AI Agents > Conversation AI.
- Open the agent, or click the three-dot menu next to it and choose Edit.
- Open Bot Goals and add the Human Handover action.
- Describe when to hand over. For example:
- The contact asks to speak to a person.
- The contact is upset.
- The question is about billing or a complaint.
- Choose who to assign the conversation to, such as a user or team.
- Add a message for the contact, such as "I'm passing you to a member of our team."
- Save.
What happens
- The agent sends the handover message.
- The conversation is assigned to the person you chose and they're notified.
- The agent stops replying to this contact until you turn it back on.