Conversation AI – Human Handover

What’s New?

Human Handover for Conversation AI

Your AI bot can now automatically transfer conversations to a human when it recognises that it is no longer the best option for assistance. Whether due to a complex question, repeated failures, or a direct request such as “Can I speak to a human?”, the bot ensures your customers are not left feeling frustrated.

• Navigate to Bot Goals.
• Select Human Handover and toggle it ON to start configuring.

2. Choose a Scenario to Trigger the Handover

Select from predefined handover triggers:

• Contact Request: When the user asks for a human.
• Example: “I want to talk to a human”, “Can someone real help me?”
• Lack of Information: When the AI does not have the answer.
• Failed to Resolve Issue: Triggered after two unsuccessful attempts by the AI to assist.

• Customise the handover workflow:
• Assign the conversation to a user.
• Choose a staff member or auto-assign based on existing assignments.

• Checkbox to auto-create a task.
• Default description: “will be created by AI”, due in 24 hours.

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

• Temporarily disable AI messages for a specific period.

• Default tag: human_handover.

• Ensure staff are notified when they are assigned:
• Go to Settings > My Staff.
• Select the user.

✅ When a conversation is assigned to me

✅ When a task is assigned to me

📝 Notes

A maximum of six handover actions per bot can be configured.