Skip to main content
Handing off a conversation to an AI agent means transferring it from a human agent so the AI can take over and continue the interaction automatically. This is useful when you identify that the AI can resolve the customer’s request, freeing your team to focus on more complex cases that require human judgment.

​
When to hand off to an AI agent

Use handoff to AI when the conversation involves:
  • Simple questions — Product details, pricing, business hours
  • Basic information — Data the agent is trained to provide
  • Standardized processes — Requests that follow a defined flow
  • Lead qualification — Initial information gathering
  • Frequently asked questions — Topics the AI handles reliably

​
When not to hand off to an AI agent

Keep the conversation with a human when the situation involves:
  • Complex cases — Situations requiring human judgment or nuance
  • Dissatisfied customers — Complaints that need human empathy
  • Negotiations — Deal closings or agreements
  • Sensitive situations — Delicate or urgent issues
  • Customer preference — When the customer specifically asks for a human

​
How to transfer a conversation to an AI agent

1

Open the conversation

Access the conversation you want to transfer to the AI.
2

Click the handoff button

In the conversation header, click the robot icon or the Transfer to AI button.
3

Select the AI agent

Choose which AI agent should take over the conversation.
4

Add a reason (optional)

You can note the reason for the transfer for internal context. Example: “Customer wants information about pricing and plans”
5

Confirm the transfer

Click Transfer to AI to complete the handoff.
After the handoff:
  • The AI agent takes over the conversation immediately.
  • You will no longer be able to send messages unless you reclaim the conversation.
  • The agent begins responding automatically.
  • The conversation is marked with an active AI indicator.

​
What you see when AI is active

When an AI agent is handling a conversation, the chat interface shows:
  • Robot icon — Displayed in the conversation header
  • Agent name — Identifies which AI agent is responding
  • AI messages — Appear as messages from the agent
  • Logged actions — Any skills the agent executes are recorded in the conversation

​
Monitoring an AI-handled conversation

Even after handing off, you can stay informed:
  • View the conversation — Follow it in real time from the conversation list.
  • Read the messages — See exactly what the AI is saying to the customer.
  • Monitor actions — Watch skills being executed as the conversation progresses.
  • Step in at any time — Reclaim the conversation whenever needed.

​
How to reclaim a conversation (hand on)

If you need to take back a conversation the AI is handling:
1

Open the conversation

Access the conversation currently being handled by the AI.
2

Click Assume Conversation

In the message composer area at the bottom, click the Assume Conversation button.
3

Add a reason (optional)

Note why you are reclaiming the conversation if needed.
4

Confirm

The AI stops responding and you take over immediately.

​
Important notes

  • Only active agents appear as options when initiating a handoff.
  • You can hand off to different specialized agents depending on the context.
  • The transfer is instant — the AI responds immediately after the handoff.
  • All messages and actions performed by the AI are recorded in the conversation history.
  • You can reclaim the conversation at any time.
  • Handing off does not close or end the conversation — it only changes who is handling it.
Use AI handoff strategically. It lets you focus on complex, high-value cases while the AI handles routine requests — increasing your team’s overall efficiency without sacrificing customer experience.