Configure Human Handover and Escalation

What this guide helps you do

Transfer text or voice interactions to an authorized person when AI or automation should not continue.

Who should use it

Workspace owners, managers, automation users and authorized technical users responsible for AI configuration or customer workflows.

Before you begin

• Use the correct workspace and minimum required role.
• Use a business-controlled provider account where applicable.
• Understand provider billing, usage and data settings.
• Use fictional Pakistan test data.
• Define human handover before enabling automatic replies or calls.

Main concepts and fields

Step-by-step instructions

1. List handover situations.
2. Choose the destination team or agent.
3. Add customer-request phrases.
4. Add uncertainty, sensitive-topic and high-value triggers.
5. Configure an internal summary.
6. Pause overlapping automation.
7. Set customer confirmation text.
8. Test every trigger.

Test and verification

1. Ask for a human.
2. Use an unsupported question.
3. Use a sensitive scenario.
4. Confirm the agent receives context and automation stops.

Common issues and solutions