Human handoff

Human handoff is for customers who ask for a person or cases the agent should not handle alone. The agent assigns a team member and leaves a context note. The AI keeps answering the customer until someone on the team takes the conversation.

Demo organization: Casa Nativa. Interface shown in Spanish.

Turn it onCopy link

1. Open Agents and select the agent.
2. Open Human handoff.
3. Turn on Hand the conversation to a person.
4. Under Who it can assign to, select at least one member.
5. In Instructions, explain which cases to hand off and to whom.
6. Select Save changes.

If no members are available, invite your team. Naming someone in the instructions is not enough; they must also be selected in the setting.

When the AI stopsCopy link

The conversation is assigned to the person from the start: it shows in their assigned conversations and under Handoff. The AI stops answering when someone on the team writes to the customer, from Ricky or the channel's own app, selects Confirm, or assigns the conversation to themselves. Until someone takes it, the agent can also hand it to another member.

Who is onlineCopy link

Before handing a conversation over, the agent knows which allowed members have Ricky open now and when each was last there. Use Instructions to tell it what to do with that, for example: "Hand the conversation only to someone who is online. If nobody is online, tell the customer the team will reply as soon as they are back." How it is measured is in Manage your team.

Check the resultCopy link

From a test contact, ask to speak with a person. In Conversations, check the assignee and the note. If nothing happens, check that the tool is on, at least one recipient is allowed, and the instructions are clear. The conversation shows a notice with the agent's note; after reading it, select Confirm to take it: the notice goes away and the AI stops answering. Confirming does not change who the conversation is assigned to: to let the AI answer again, assign the conversation to the agent.