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Sometimes a visitor needs a real person. Human handoff lets you step into a chat and reply yourself, while your bot keeps handling every other chat as usual.

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How it works

Handoff is owner-initiated – you decide when to step in.
  • Your first human reply in a chat pauses the bot for that one chat.
  • The visitor sees a “Support agent joined” note, so they know a person took over.
  • Your bot will not answer that chat again until you click Return to AI.
While you’re handling a chat, the AI stays paused for that chat only. Other chats keep getting bot replies as normal. Nothing resumes for that one chat until you click Return to AI.
The AI never escalates on its own. There is no auto-handoff and no “talk to a human” trigger that pauses the bot for you – stepping in is always your choice. This changed: older versions let the bot escalate automatically.

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Turn it on and take over

1

Allow human handoff

Open your agent’s Settings and turn on Allow human handoff. This is off by default and is set per agent.
2

Open the chat

In the Inbox, pick the chat you want to step into so its transcript is on the right.
3

Reply as a human

Type in the reply box and send. Your first reply pauses the bot for this chat, and the visitor sees the Support agent joined note.
4

Return to AI when you're done

Once the visitor is sorted, click Return to AI. Your bot resumes handling that chat.
A dental clinic might step in to confirm an appointment time, then click Return to AI so the bot can answer the visitor’s follow-up questions about parking or opening hours.

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Next steps

Conversations

Read chats, see captured contact details, and close or reopen a chat.

Tags

Label the chats that tend to need a human so they’re easy to spot.