Handoffs & escalation
When the agent pulls in a human, how you're notified, and the lifecycle.
A handoff is the agent handing a conversation to a person. It's how automation and your team share the same inbox without stepping on each other.
When the agent escalates
The agent creates a handoff for concrete, recorded reasons:
| Reason | Fires when |
|---|---|
user_requested_human | The lead asks to speak to a person. |
high_value | The deal looks large or strategically important. |
urgency | The lead needs an answer now. |
mortgage_legal_complexity | The question crosses into financing or legal territory. |
dissatisfaction | The lead seems unhappy or frustrated. |
contradictory_info | The lead's statements don't add up. |
low_confidence | The agent isn't sure enough to proceed alone. |
How readily it escalates is set by your handoff policy — see Voice & behavior.
The lifecycle
Created
The agent writes a summary, escalates, and pauses itself on the conversation so it won't reply over you. You're notified in Slack if connected.
Accepted
You (or a teammate) take it on and reply. The lead sees a seamless conversation.
Released
Optionally hand control back to the agent to carry the rest — or keep the lead yourself.
Notifications
Connect Slack so every handoff pings a channel with the reason, a summary, and a deep link into the conversation. See Set up Slack notifications.