Tutorial: Handover to a Human

When to Hand Over

• The customer asks for a human
• High value / complaint
• The AI is not confident (uncertainty policy)

Setup

1. In the agent, enable the handover policy.
2. Watch the Handover queue in the app.
3. Configure the handover email trigger.
4. In the lab, say “I want to speak to a human” - a queue item must be created.

Team

Agree on the SLA: who takes the queue, when they call back, and how they mark it resolved.