AI and human handoff
Take over an AI conversation, write a human reply or note, and return the customer safely to AI when work is done.
Human Handoff connects an AI conversation to your support workflow. In Inbox, a teammate can take over the ticket and read the source conversation before replying. The ticket composer distinguishes a customer reply from an internal note. Use a reply only when the customer must receive the message. Use a note for context, investigation, or a handoff to another teammate.
Takeover depends on the Inbox feature, assignment permission, and the current ticket state. Takeover coordinates ownership among teammates. It does not promise support to the customer. It does not let one teammate override another without notice. If the customer needs a specialist, assign or route the ticket. Leave a concise note that states what you checked. Unless your organization's support policy allows it, keep sensitive account or payment data out of a note.
When the human work is finished, resolve the ticket to resume AI replies. Do not resolve the ticket while a customer still needs a person. After the ticket closes, the AI can reply to new messages. Review the final thread, status, and ownership first. Test your Handoff configuration with a controlled conversation before you use it in production.