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Human Handoff

Your AI agent handles routine messages on its own, but you stay in control. When a conversation needs a human, you can take it over, reply yourself, and hand it back to the agent when you’re done.

Taking over from the agent

Section titled “Taking over from the agent”

When the agent is handling a conversation, the footer reads “AI is handling this conversation. Take over to send messages.” Taking over pauses the agent so your replies go out instead.

The footer shows who's handling the conversation
An open conversation with the handoff footer and Handoff History panel

The footer shows who's handling the conversation

  1. Open the conversation in the Inbox.
  2. Take over to start replying yourself — the agent stops auto-responding.
  3. Reply directly from the message composer.
  4. When you’re finished, hand the conversation back to the agent so it resumes automatic replies.

Handing off to a teammate

Section titled “Handing off to a teammate”

You can also pass a conversation to a specific teammate — useful when it needs a particular person or team. The Handoff History panel at the top of a conversation records each handoff, so everyone can see who has touched it and why.

Section titled “Related”