Configure human handoff from AI Twin to your team

Even the best AI Twin should know when to step aside. Human handoff makes that transition seamless: the twin summarises the conversation, notifies the right person, and the widget flips into live-chat mode so a human can pick up where the twin left off — then hands back to the twin for follow-up questions.

Handoff triggers

• Visitor explicitly asks for a human ("can I talk to someone?", "is there a human?").
• Lead score crosses a threshold you set (default 70/100).
• Detected frustration via sentiment analysis (available on Pro).
• A boundary rule set to Route to human is triggered.
• Business hours (only route to human when someone is on shift).

Where the handoff notification lands

• Email — every plan.
• Slack — connect under Settings → Integrations.
• Microsoft Teams — connect under Settings → Integrations (Pro and above).
• SMS / mobile push — on Pro via Twilio integration.
• Webhook — POST to any endpoint you choose.

How a handoff feels to the visitor

1. The twin says something like "I'll bring in a teammate — one moment."
2. The widget shows a subtle status indicator ("A human is joining").
3. When the teammate replies from the dashboard, the message appears with their name and avatar.
4. When the human closes the conversation, the twin resumes and can answer follow-ups.

The handoff brief

The notification includes a short brief written by the twin:

• Who the visitor is (email if captured, company from enrichment).
• What they came for.
• What they've already been told.
• Why the twin is handing off.
• A deep link to the live conversation.

Business hours and coverage

Configure your team's working hours under Settings → Handoff. Outside hours, the twin either continues autonomously or offers a callback form — your choice.

Best practices

• Route high-intent leads only — over-routing burns out your team.
• Set a callback form for out-of-hours to catch leads without waking anyone.
• Review handoff transcripts weekly to spot conversations the twin could have handled itself.

Frequently asked questions

Can multiple teammates be notified at once?

Yes. Configure a distribution list or a Slack channel that alerts your whole team; the first responder claims the conversation.

What if no one responds?

After a configurable delay (default 5 minutes) the twin apologises, offers a callback form and continues autonomously.

Can the twin resume after a human closes the conversation?

Yes. The next message from the visitor is handled by the twin again unless it triggers another handoff.