Handoff rules
A good agent knows when to stop. Handoff rules tell it when a person should take over.
Open AI agent, then Behavior, and find Hand over to a person when. Only admins and owners can change them.
The rules
| Rule | When it applies |
|---|---|
| The customer asks for one | The customer asks to talk to a person, for example “can I speak to a human”. On by default. |
| No source answers the question | The agent’s answer cites no source, so it is not trusted. On by default. |
| The topic is a billing dispute or refund | The customer mentions a refund, a chargeback or being charged twice. On by default. |
Your own phrases
Under Always hand over when the customer writes, add phrases, one per line. If a message contains one, the conversation goes straight to your team. For example legal or enterprise plan. You can add up to 20 phrases of up to 80 characters each.
What the customer sees
Write your own text under Message to the customer when handing over, or leave it empty to use the default.
I am passing this to our team. Someone will reply here as soon as they can.
What your team sees
The conversation stays in the inbox. A private note records the reason, for example that the customer asked for a person, or that no source answered. The agent then stays out of that conversation, so your team can reply without being interrupted.
A handed-over conversation is not billed as an AI resolution. See what counts as a resolution.