Human Handoff
Configure one deliberate path from an AI conversation to a person through email or Inbox.
The Human Handoff card is the single dashboard control for escalation. It does not create separately toggleable Email and Inbox action cards. Open Configure and choose one destination: Disabled, Email a support address, or Open a ticket in the Inbox. Add a shared instruction under When should the AI trigger this? so the agent knows when a person should take over.
Email handoff requires at least one valid support address and sends a summarized escalation to those inboxes. Inbox handoff creates a ticket that teammates can take over and reply to; you can optionally set a default team. Inbox is available on Standard, Pro, and Enterprise plans, while email handoff is not subject to that plan gate. Selecting a destination enables the matching runtime action and suppresses the other—email and Inbox handoff cannot both be active for one agent.
Use a precise handoff condition, such as a request for account access or a question needing a human decision. Handoff does not guarantee immediate response, email delivery, or ticket completion. See the dedicated email and Inbox pages for the behavior of each destination.