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Human Handoff

AI steps aside. Your team takes over.

When an enquiry needs a person, the conversation should not have to start over. Set up a handoff from AI chat to the right team member.

Book a demoSee how it works

Here’s what you can do.

Three examples show how you can use Human Handoff.

01

Define when to hand over

Enable suitable triggers: someone asks for a person, the AI lacks information or the issue remains unresolved.

A request for human help triggers a handoff in the configured example.
Simplified product example · not a live product view
02

Assign a person and pause AI

Choose an assignee, write the bot's closing message and configure its pause. The handoff is prepared before your team replies.

Example configuration with Mara as assignee, a closing bot message and a 30-minute AI pause.
Simplified product example · not a live product view
03

Continue in the same conversation

Your team reads the existing thread and answers the open question in the inbox. AI stays quiet during the configured pause.

Mara continues the invoice enquiry in the existing conversation while AI is paused.
Simplified product example · not a live product view

What this changes for your day-to-day work.

The practical benefits of Human Handoff.

Keep open enquiries in view

Create a contact task during handoff. The outstanding work stays visible even before anyone has replied.

An open contact task records the handed-off enquiry for further handling.

Notify the right person

Enable alerts for assigned conversations and tasks. Configure notification channels and access for each person.

An enabled assigned-conversation alert and the assignee Mara.

Keep the familiar contact

An existing assignment can be preserved during handoff. New enquiries go to the configured person.

An existing assignment to Mara is preserved during the handoff.

Discuss details privately

Add an internal comment to the conversation and mention a colleague if needed. This note is not sent to the customer.

An explicitly internal comment asks Mara to review an invoice.

Trace each handoff

Review executed handoff actions and the conversation in AI activity logs. Spot where your rules need refinement.

AI activity history shows a triggered handoff as an action that can be reviewed.

Simplified examples, not live account data.

What you need to get started.

We coordinate triggers, assignment, notifications, pauses and team availability. Access, supported channels and any AI or messaging charges are checked for your account.

Handoff connects AI chatbots with the omnichannel inbox. Additional workflows are configured separately; an AI pause does not automatically stop other automations.

Availability and any add-on or usage costs are confirmed for your ONE LOOP account before implementation.

Answer enquiries, collect information and qualify leads.

Handle email, WhatsApp, SMS and social conversations in one workspace.

Connect triggers, conditions, tasks, messages and data changes visually.

All AI & Automation features

Your questions, answered.

Will a person reply immediately after handoff?

Not automatically. Assignment, tasks and alerts prepare the work; your team still needs to be available and take over. Match the bot's closing message to your actual response times and decide who checks unassigned conversations.

When will AI respond again?

With a timed pause, AI can become active again after the configured duration. You can also deactivate the bot for an individual contact without automatic reactivation. Check pauses, manual replies and other workflows together to avoid unwanted overlapping responses.

Can the customer see internal comments?

No. Internal comments are for your team within the conversation and are not sent to the contact. Check that internal-comment mode is selected before writing. Posted internal comments currently cannot be edited or deleted.

How do we check that handoff works?

Test common questions, knowledge gaps and explicit requests for a person. Check assignment, alerts, tasks, bot status and what happens next. Use suitable test contacts and resources: configured actions can execute for real during AI tests.

See it with your own use case.

Let’s explore your use case and what the setup requires.

Book a demo