Human Handoff

The Human Handoff feature ensures that conversations requiring human attention are seamlessly transferred to a Human Agent.

It is particularly useful for handling questions beyond the AI Agent’s Knowledge Base or when users explicitly request to speak to a person. During Human Handoff, the AI Agent pauses, and the Human Agent takes over the conversation via the Inbox.

Here’s what happens on the user’s side:

1. The user interacts with the AI Agent.
2. If the request is beyond the AI’s capability or the user explicitly requests a human, the AI notifies the user about the transfer.
3. The AI stops replying. The conversation is assigned to a matching Human Agent if topic routing selects one, or left unassigned for the team to pick up.
4. The Human Agent resolves the query or reassigns the AI Agent to continue.

And here’s what you’ll see inside the Quickchat AI interface:

1. The conversation appears in the Inbox, assigned to a matched teammate or in the unassigned queue.
2. Your team member reviews the conversation and its AI Summary, if enabled.
3. The team member takes over the conversation and handles the user’s request.
4. The team member either marks the conversation as resolved or reassigns.

Enable Human Handoff

Navigate to Actions & MCPs in the left sidebar, find the Human Handoff card under Quickchat AI Actions, and toggle the switch to “on.” Click Edit Action to configure the details.

You can then configure the following options:

Human Agent’s Availability

Define the availability of Human Agents to ensure that Handoff requests are only initiated during working hours.

• Specify Working Hours: Set start and end times and select working days.
• Select Time Zone: Ensure the schedule matches your region.
• Configure an Out-of-Hours Message: Let users know when no Human Agents are available.

Question

Define the question the AI will ask before initiating Handoff.

*Example: Would you like me to connect you with our Customer Support team?*

Confirmation

The message the visitor sees when the Handoff is initiated. It is one message for all languages, so write it in the language your visitors use.

• When a Handoff is triggered by a keyword, a media message or the message limit, the AI adapts this text to the conversation and writes it in the visitor’s language.
• When the AI decides to hand off on its own because a Handoff Rule matched, it writes its own short confirmation. If it produces no text, this message is sent word for word.

*Example: I understand. I will transfer you to our Customer Support team. Please wait while I connect you.*

AI Summary

Enable AI Summaries to automatically generate a short note summarizing the conversation so far. This summary provides the Human Agent with all the context needed to quickly address the user’s request.

Handoff Rules

Describe the situations in which Human Handoff should be triggered. Each rule has a Name, a plain-language Description, and a State toggle so you can enable or disable rules without deleting them.

Quickchat AI ships with a default set of rules covering the most common handoff triggers:

• Media Message — the user sent an image, file, or other media the AI can’t process.
• User Frustration — the user is explicitly angry, frustrated, or dissatisfied.
• Customer Support Suggestion — the AI Agent has told the user to contact customer support as the next step, or has clearly ended AI-based assistance.
• Lack Of Knowledge — the AI Agent has acknowledged it doesn’t have the necessary information.
• Irrelevant Advice — the AI Agent has repeatedly tried to help but the user is still not satisfied.

You can toggle any of these on or off, and add your own rules with a custom Name and Description that tells the AI when to trigger.

Tip

Write rule descriptions like instructions to the AI. “The user has explicitly asked for a refund of more than $100” is testable; “escalate VIPs” is not (the AI has no way to know who’s a VIP unless that’s in conversation metadata).

In addition to rules, you can list Keywords that will always force a Human Handoff regardless of context — useful for compliance words like “lawsuit”, “GDPR”, or “chargeback” that you never want the AI to handle.

Topic routing

Topic-based routing lets the AI select a teammate when it initiates a handoff. In Actions & MCPs > Human Handoff > Edit Action, enter a short description of the conversations each teammate should handle and enable their routing profile.

The AI compares the conversation with those descriptions and can assign it to one matching teammate. These profiles are separate from topics in Insights. If no teammate is selected, the conversation remains unassigned in the Inbox. Other handoff triggers can also leave it unassigned. Assignment does not guarantee that a teammate is online or will reply immediately.

Email notifications are configured separately; topic routing does not replace the notification recipient list.

Email Notifications

Configure email addresses to receive notifications when a new conversation requires a Human Handoff.

Here’s how it looks:

---