# Handoff rules

> Decide when the AI agent passes a conversation to a person.

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](https://tirver.com/help/what-counts-as-a-resolution.md).

Source: https://tirver.com/help/handoff-rules