Hand the thread to a person.
A customer never has to repeat themselves to whoever takes over.
Handoff is the moment a conversation moves from an automated assistant to a person, and back again. It matters because the assistant should stop talking the instant a human takes over, the person should inherit the full history, and the customer should not notice a seam in the middle of their thread.
- Pause the AI for a single conversation in one action
- Optional time limit that lifts the pause by itself
- Escalate with a tag, an owner and a note in one click
- The whole thread and contact record travel with the handoff
How it works.
- 01
Pause the agent
Turn the AI off for that conversation. No further drafts are generated for the thread, so nothing goes out while you are reading it.
- 02
Take the thread
Assign it to yourself or a teammate. The assignment is visible in the queue, so nobody else picks it up at the same time.
- 03
Answer with the context
The contact profile, past conversations, orders and internal notes sit beside the thread, so a person picks up mid conversation without asking the customer to repeat themselves.
- 04
Hand it back
Turn the agent back on, or let the timed pause expire on its own, and routine questions on that thread are answered automatically again.
A pause the customer never sees
Nothing is announced to the customer. They keep writing in the same thread, and a person answers instead of the agent.
- Per conversation switch, separate from the workspace switch
- Optional resume time so a pause cannot be forgotten
- Blocked contacts skipped whatever the switch says
- Toggles written to the audit record with who changed them
Escalate in one action
A built-in escalation applies the changes a handoff usually needs at once, instead of three separate clicks under pressure.
- Tags the contact so the case is findable later
- Assigns the thread to the workspace owner
- Adds an internal note explaining why it moved
- Custom macros for your own escalation shape
The person inherits the context
Whoever takes over sees the same material the agent had, so the customer is not asked to explain themselves twice.
- Full message history in one thread
- Contact profile, tags, custom fields and consent state
- Recent orders and bookings for that customer
- Internal notes from earlier handoffs
When failures escalate themselves
If drafting fails, the system does not sit silent. The failure is recorded and the workspace owner is alerted so a person can step in.
- Draft failures recorded and notified to the owner
- A message that fails repeatedly is parked instead of retried forever
- Parked messages surface for a person
Escalate on the agent's own judgment
A complaint, a refund, or a question it is unsure about goes to a person instead of the customer, before anyone has to notice the thread.
- Low confidence routed to a person instead of the customer
- Sensitive categories held for a human by rule
- Assignment triggered by the escalation, not only by a person clicking
What it does not do.
Handoff is a decision a person makes on the thread, not something that happens on its own.
Assignment on its own does not stop the agent on every channel. Use the conversation AI switch.
There is no automatic return to the agent when a conversation goes quiet.
Common questions
How do I take over a conversation?
- Turn the AI off for that thread and assign it to yourself. The agent stops drafting for that conversation immediately and you reply as normal.
Does the customer get told a human joined?
- Not automatically. The thread continues in the same window, and you can say so yourself if that is how you prefer to work.
Can the pause expire by itself?
- Yes. You can set a resume time when you pause, and the agent starts drafting again for that thread once it passes.
Does assigning a thread to a person stop the AI?
- Not reliably. Assignment tells your team who owns the thread. To stop the agent, use the switch on that conversation.
What if nobody picks up an escalation?
- The thread stays open in the queue with its escalation tag, note and owner assignment. Reminders and snooze can be used to bring it back at a set time.
Is the handoff recorded?
- Yes. Toggling the AI, assigning the conversation and changing its status are all written to the workspace audit record with the person who did it.
Can operators hand off, or only admins?
- Turning the AI off for a conversation is an administrator action. Assignment, notes and escalation macros are available to operators.
Does the AI resume on a closed conversation?
- Closing a thread does not change the AI setting. If you paused it, it stays paused until you turn it back on or the resume time passes.
Every question in one place, answered once.