Team Handoff™ | AI-to-Human Conversation Routing

Human-in-the-Loop™

Hand Every Conversation to the Right Team Member

Team Handoff™ lets your AI Employee collect the right context, follow your business rules, and route conversations to the right person at the right time.

The AI Employee recognizes that a conversation should involve a team member, collects the required context, and routes or transfers the interaction according to approved rules. Team Handoff™ is AI-initiated.

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When the AI involves your team

Handoff conditions your business defines

Customer request
Low-confidence answer
Urgency
Business policy
Office status
Intent
Location
Caller type
Unsupported action
Scheduling exception
Escalation rule

Distinct from Team Takeover™, where your team joins or continues the conversation.

By channel

Capabilities vary by channel and plan

Website Chat uses Team Handoff Workflows. Configure Phone and SMS separately because each channel supports different routing, transfer, and takeover behavior.

Website Chat

Collect intent, name, email, phone, preferred location, and configured follow-up fields
Run Team Handoff Workflows (process-lead equivalent)
Create a handoff summary and notify or connect the right team member
Return to the main AI or continue in the team workflow as configured

Phone

Detect office status and resolve local time
Use caller intent, caller type, and location
Apply Phone Handling Rules, whisper messages, and transfer destinations
Create a call report, notify the team, or use a configured fallback

SMS

Collect required details before involving your team
Pause AI and create a callback or continuation request
Route by location or department
Allow a team member to continue texting

Email

Assign or route the thread
Disable AI for the thread when appropriate
Create a summary and notify the team
Allow a team member to reply directly

Pause AI
Assign the conversation
Notify the team
Allow manual continuation

Messenger

Pause AI
Assign the conversation
Notify the team
Allow manual continuation

Video Calls

Escalate to a human-hosted meeting when enabled
Schedule a consultation
Route to a live staff member
Create a callback or follow-up

Capabilities vary by channel, plan, provider, and integration.

AI Built for Humans

Team Handoff Workflows

Configure what your AI Employee should collect and do before handing a conversation to your team — handoff actions, required fields, follow-up questions, locations, departments, recipients, notifications, primary actions, and fallback actions.

See how Phone Handling Rules work on phone →