Skip to main contentHuman Handoff Scenarios
Configure specific questions or intents that should always be handled by human agents. When a visitor’s message matches a configured scenario, the bot will automatically collect their information and connect them with your team.
Feature Overview
Human Handoff Scenarios use AI intent matching to intelligently detect when a visitor needs human assistance. Instead of relying on exact keyword matches, you can describe scenarios in natural language and the AI will understand when to trigger a handoff.
Plan Availability
This feature is available on Pro and Turbo plans.
Setting Up Handoff Scenarios
- Navigate to Behavior > Human Handoff in your dashboard
- Click Add Scenario
- Describe when to handoff in natural language
- Optionally provide a custom response message
- Click Add Scenario
Example Scenarios
Sales Inquiries
- “When someone asks about enterprise pricing”
- “Custom integration or development requests”
- “Partner or reseller inquiries”
Support Issues
- “Technical support requests”
- “Billing or account issues”
- “Feature requests or custom development”
How It Works
When a visitor sends a message:
- Intent Matching: AI analyzes the message against your configured scenarios
- Match Detection: If a scenario matches, handoff is triggered
- Info Collection: Bot asks for visitor’s email and name
- Live Support Created: A live support session is created
- Team Notified: You receive an email notification
Best Practices
Be Specific
- Good: “When someone asks about enterprise pricing plans”
- Poor: “pricing questions”
Use Natural Language
- Good: “Partner or reseller partnership inquiries”
- Poor: “partner”
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 scenarios. 