A handoff is an ownership change, not just a label. Replify creates a human task, pauses AI for the active case, records the reason, and preserves context for the receiving teammate.
When AI hands off
AI should hand off when the customer requests a person, a decision needs business judgment, private account access is required, the request is sensitive, available knowledge is insufficient or conflicting, confidence is low, or an operational limit prevents AI from replying.
For a model-requested handoff, Replify can send a natural acknowledgement to the customer only after the human task is confirmed. The team receives a concise summary and reason code. Static fallback messages are not used.
When a flow hands off
A handoff node or exhausted handoff fallback ends the guided run and creates the same canonical human work: owner, route reason, SLA, assignment, and AI pause state.
What the teammate should do
- Read the reason and internal summary.
- Review recent messages and the customer record.
- Take ownership or reassign to the right teammate.
- Reply and complete the required operational action.
- Resolve the task, or return it to AI only when the next response is safe for AI.
Return the conversation to AI
Use Assign to AI in the inbox. Replify verifies that AI is operational, cancels the active human task, clears the handoff pause for the current case, and gives AI ownership. If the latest customer turn is already owned or answered, AI waits for the next customer message rather than creating a duplicate reply.
Good handoff summaries
A useful summary states the customer's goal, details already collected, what was answered, why human judgment is needed, and the next recommended action. Do not place secrets, payment data, or unnecessary private information in the summary.
Still need help?
Tell us what you were trying to do, the channel involved, and what you expected to happen.