A handoff transfers the active task to the team and pauses AI on that task.
When does a conversation transfer?
- A customer explicitly asks for a person, or clearly accepts AI's specific transfer offer.
- Missing information, sensitive requests or staff decisions prompt an explanation and an offer first.
- Silence, thanks or a new question do not approve a transfer. AI can continue grounded help if the customer declines.
- Manual assignments, guided-flow handoffs and operational failure routing follow their own rules.
A saved handoff can succeed even if its customer notice fails. Customer handoff notice not sent means the team owns the task but delivery failed; it does not undo the handoff.
What should the teammate do?
- Read the reason, private summary and recent messages.
- Take ownership or assign the right teammate.
- Reply and record the outcome and next step.
- Close resolved work, or use Assign to AI when AI can safely continue.
Return to AI
- Assign to AI checks readiness and updates the same task. Already answered turns are not replayed; a later human assignment pauses AI again.
- For automatic returns, open Inbox → Inbox settings → AI reassignment & auto close.
- Enable Return unanswered handoffs to AI, set the delay and save. Default: 30 minutes; allowed: 1 minute–7 days. Operations monitor must be on.
- This applies to new automatic handoffs. Human replies cancel the timer. Manual assignments, blocked tasks and Do not disturb stay protected.
- After closure, a new customer message starts a linked task; the completed task stays closed.
For platform support hours and current pricing, see Get product support.
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