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In hybrid service, the conversation goes back and forth between AI and the team. The agent transfers to the team when it needs a person. The team hands the conversation back to the agent when the human part is done and the rest is routine. This works for conversations on any channel: WhatsApp, Instagram and Webchat. Any role that handles conversations (Administrator, Manager or Member) can hand a conversation off to AI and take over a conversation from AI.

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When to hand back to the AI agent

Example: the consultant closes the proposal and hands the conversation back to Lia, who asks for the articles of incorporation and the digital certificate and closes the conversation when everything arrives.

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Hand off a conversation to the AI agent

1

Open the conversation

In Conversations, open the conversation you want to pass to AI.
2

Click Handoff to AI

In the conversation header, click the sparkles icon (tooltip: Transfer this conversation to an AI agent). The button only appears when no AI agent is handling the conversation.
3

Choose the agent

In the Handoff to AI window, use Search agents… and click the agent that should take over. Only active agents appear. The selected agent shows Will take over this conversation.
4

Enter the reason (optional)

In the Reason field, record the context. Example: “Proposal accepted; collect documents for registration”.
5

Confirm

Click Handoff to AI. The agent takes over the conversation and the team’s message field is locked.
The chosen agent does not need to be the one linked to the channel. For example, you can hand off a WhatsApp conversation to an agent specialized in billing.

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What you see while AI is handling the conversation

WhatsApp conversation handled by AI agent Lia
  • In place of the message field, the AI Agent Active notice appears with the text “Agent name is managing this conversation” and the Take Over button.
  • The transfer and handoff to AI buttons are hidden in the header.
  • The agent’s messages are identified in the conversation.
  • The notes, tags and transfers the agent performs are recorded in the history.

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Take over the conversation from AI

1

Open the conversation

Go to the conversation AI is handling.
2

Click Take Over

The button is in the AI Agent Active notice, in place of the message field.
3

Enter the reason (optional)

In the Reason field, record why you are taking over.
4

Confirm

Click Take Over. AI stops replying and the message field is released to you.
Take over the conversation before replying to the customer. While AI is handling it, you cannot send messages in the conversation.

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Best practices

  • Use the Reason every time you hand off: it guides the agent and stays in the history for the team.
  • Before handing back to AI, make sure the agent has the training and skills for what is left to do.
  • For specific subjects, hand off to different agents, such as a triage agent and a billing agent.
  • If the native Close conversation skill is on, the agent closes the conversation when the matter is resolved.
  • Handing off does not close the conversation: it only changes who is handling it.

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Common problems

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Next steps