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Set when your AI agent hands over to your team

Choose the topics that always go to a person, and how many unanswered questions your AI agent may have before it hands over.

1 min read

Your AI agent hands a conversation to your team when the customer asks for a person, raises a topic you’ve chosen, or asks things it can’t answer.

Before you start

Every planNeeds: AI agents: Write

  1. Go to AI Agents and open the AI agent.

  2. Open the Behavior & Hand-off tab.

  3. Under Always escalate these topics, type a topic in Add topic, such as “refund” or “cancel subscription”, and press Enter. Add as many as you need, up to 50.

    The AI agent recognises these by meaning, in any language, so you don’t need to add translations.

  4. Under Guardrails, set Hand off after unanswered questions: how many questions in a row it may fail to answer from your knowledge before it hands over. Choose from 1 to 10.

  5. Click Save changes.

    You should see ”AI agent updated successfully!”

What happens when it hands over

Section titled “What happens when it hands over”

The AI agent tells the customer it’s connecting them with a person, and the conversation moves to your team in the inbox. If no one is available, the customer is told their message is saved and someone will reply soon.

To choose who receives these conversations, see Assign and transfer conversations.