Manage handoffs
Take over a conversation when the agent escalates, then hand it back.
When the agent decides a lead needs a person, it creates a handoff and pauses itself on that conversation. Your job is to pick it up, help the lead, and — if you want — hand control back to the agent. You do all of this from Chats.
Steps
Spot the handoff
A handoff shows up in your Slack channel (if connected) and is flagged in Chats. Open the conversation to read the transcript and the agent's summary of why it escalated.
Take over
Reply in the same thread. The moment you send a manual message the AI stays paused, so you and the agent never talk over each other. The lead just sees a smooth, continuous conversation.
Release it back (optional)
When you're done, release the handoff to let the agent resume — useful when you answered one specific question and want automation to carry the rest. Or leave it paused and keep the lead yourself.
Pausing the AI yourself
You don't have to wait for a handoff. On any of your leads you can pause the AI to take manual control, then resume it later. This is per-lead and only affects your own conversations.
On WhatsApp, manual replies obey the same 24-hour window as the agent. If the lead hasn't messaged in 24 hours, you can't send until they write again.
Why the agent hands off
Handoffs fire for concrete reasons — the lead asked for a human, the deal looks high-value, there's mortgage or legal complexity, the lead seems unhappy, or the agent simply isn't confident. Each reason is recorded on the handoff so you know what you're walking into. See Handoffs & escalation.