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 separate Email and Inbox action cards that you can turn on independently. Open Configure and select 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? The agent uses this instruction to decide when a person takes over.
Email handoff requires at least one valid support address. It sends a summary of the escalation to those addresses. Inbox handoff creates a ticket that teammates can take over and reply to. You can also set a default team for Inbox handoff. Inbox handoff is available on the Standard, Pro, and Enterprise plans. Email handoff has no plan restriction.
When you select a destination, the dashboard turns on the matching runtime action and turns off the other one. One agent cannot have both email handoff and Inbox handoff active at the same time.
Use a precise handoff condition, for example a request for account access or a question that needs a human decision. Handoff does not guarantee an immediate response, email delivery, or ticket completion. See the email and Inbox pages for the behavior of each destination.