Can it hand over to a human when needed?
Yes. Anyone can ask for a person at any point, and the conversation is passed to your team with the history attached so the customer never has to repeat themselves.
Last reviewed 29 September 2026
When handover happens
The agent hands over when someone asks for a person, when it isn't confident it can help, or when the conversation touches something you've told it to escalate — a complaint, a refund, a bespoke quote.
Who receives it
You choose the destination — a person or a shared inbox your team already watches. See Handover to a human isn't working if transfers aren't arriving.
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