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Human Handoff

Route conversations to a human teammate when the visitor’s intent calls for it — sales inquiries, enterprise pricing, or anything you describe in natural language. Handoffs are built as a Flow: a visitor_intent trigger that matches what the visitor asks, followed by a request_human node that creates a live-support ticket for your team.

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Plan Availability

This feature is available on Pro plans.

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Setting Up a Handoff Flow

1. Navigate to Flows in your dashboard and click New Flow
2. Pick the Visitor intent trigger and describe when to hand off in natural language — e.g. “wants to speak to sales” or “asks about enterprise pricing”
3. Add a Request human node and set its message — shown to the visitor while they wait (required)
4. Optionally add collect_input nodes before the handoff to gather the visitor’s email, name, or order number first
5. Test the flow in the editor’s Test panel, then switch it to Active

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Example Intents

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Sales Inquiries

• “When someone asks about enterprise pricing”
• “Custom integration or development requests”
• “Partner or reseller inquiries”

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Support Issues

• “Technical support requests”
• “Billing or account issues”
• “Feature requests or custom development”

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How It Works

When a visitor sends a message:

1. Intent Matching: the AI scores the message against each active visitor_intent flow
2. Match Detection: the best match above the threshold runs the flow
3. Info Collection: optional collect_input nodes ask for email, name, or details
4. Ticket Created: the request_human node opens a live-support ticket
5. Team Notified: teammates are notified per their notification preferences

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Best Practices

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Be Specific

• Good: “When someone asks about enterprise pricing plans”
• Poor: “pricing questions”

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Use Natural Language

• Good: “Partner or reseller partnership inquiries”
• Poor: “partner”

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Review Content Gaps

Check the Knowledge > Insights > Content Gaps tab to see what questions visitors ask that the AI struggles with. These may be good candidates for handoff flows.

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