Handoff to a human
How the bot passes a conversation to an agent for deposits, contracts, complaints or "I'd like to speak to an agent".
3 min read
A good bot knows when to step back. A buyer who wants to pay a deposit, a landlord asking about a clause in the agreement or an unhappy tenant should talk to your agent. Human Handover lets the bot recognise these moments and pass the conversation to the right person, with the context.
How a handoff works
- The bot recognises the situation. The contact asks about a deposit, contract or title deed, or explicitly asks for a person.
- It tells the contact. "I'm passing you to Selin, one of our agents; she'll reply here shortly."
- It assigns the conversation and stops. The conversation is assigned to the right agent and the bot stops writing in it.
- It leaves a summary. The agent reads who it is, what they want and what has been said so far.
Sample conversation
Ahmet Demir: I'd like to put down a deposit on the Moda flat. How do we do it?
Elif: Great news! Selin, the agent handling this, will go through the deposit and contract with you herself. I'm passing you to her now.
Selin Kaya: Hi Ahmet, Selin here. Could we meet at the office tomorrow at 11:00?
When it hands over
Handover rules are agreed with you during setup. Common cases:
- The contact explicitly asks for a person.
- Money and legal matters: deposits, contracts, title deeds, planning, refunds.
- Negotiation: "Is there any flexibility on price?", "Here's my offer."
- A complaint, or an upset or frustrated tone.
- The bot can't find an answer in the knowledge base after a couple of tries.
- A hot buyer: clear budget, soon, wants to talk today.
What the agent sees
- The conversation appears in Conversations, in the assigned agent's list. The agent gets a notification.
- The assigned user (for example, Selin Kaya) shows at the top; the bot has stopped, so the message box is the agent's.
- The bot's internal note (not visible to the contact) summarises the enquiry: type, listing, budget and what they want.
For assignment and internal notes, see Assign and collaborate.
Handover settings
- The Human Handover action under Bot Goals defines when the bot hands over.
- Assign to shows who the conversation is assigned to.
- Stop the bot on handover should be on; otherwise the bot may keep writing while the agent replies.
You can view these settings. To change who conversations go to or the handover conditions, contact your consultant; the change affects all of the bot's conversations.
Tip
If a team member writes in a conversation while the bot is active, the bot stops too. You can step in and take over at any time.
Heads up
Conversations handed over after hours wait until morning. The bot tells the contact a realistic time ("An agent will message you in the morning"), and your team should open assigned conversations first thing. To make sure none are missed, you can ask for a task to be created on handover. See Lead routing and tasks.
Putting the bot back in
When the agent has finished, the bot doesn't restart in that conversation on its own; this prevents the contact from hearing two voices at once. To hand the conversation back to the bot, use the bot control in the conversation, or wait for the period set during setup. Ask your consultant how this is configured for your office.
Common issues
The bot kept replying when it should have handed over. That situation isn't in the handover rules. Send your consultant an example of the conversation.
The conversation went to the wrong person. Assignment can be updated by area or enquiry type. Contact your consultant.
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