Choose when the agent hands off

Some chats need a person. Handoff rules tell the AI agent when to pass a chat to your team, and what the customer reads when it does.

Inboxes → your inbox → AI agent → Handoff rules

1. In Handoff conditions, write one case per line, for example "The customer says their parcel arrived damaged". The agent judges these from the conversation.
2. In Escalate on these words, type a word or short phrase and click Add, or press Enter. A customer message that contains it goes to your team at once.
3. Under Fixed reply, check the message the customer gets. There is one for Indonesian and one for English. Click Edit, change the text, and click Done. Restore default brings back the built-in reply.
4. Under Spam and abuse, choose what happens If it goes on after that: Hand the chat to your team, Don't reply or Keep replying.
5. Click Save changes in the bar at the bottom.

Good to knowCopy Anchor Link

• The fixed reply is sent when the agent hands off, on a keyword, on spam that goes on, when AI credits run out, or on an AI error. It goes out in the inbox's language.
• A reply you changed shows Custom; the built-in one shows Default.
• Keywords are found anywhere in the message. A new inbox starts with a few; remove any you don't need.
• The agent answers spam, insults and bad words once, calmly. They never end the chat.
• The agent hands off by itself only while Hand off to your team is ticked. See Choose what the agent can do.