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 creates the path from an agent conversation into 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 should receive it; 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. It is designed to coordinate ownership, not to make a support promise or override another teammate silently. If the customer needs a specialist, assign or route the ticket and leave a concise note explaining what was checked. Keep sensitive account or payment data out of a note unless your organization’s support policy permits it.
When the human work is finished, resolve the ticket to resume AI replies. Do not resolve it while a customer still needs a person: the AI may respond to new messages once the ticket is closed. Review the final thread, status, and ownership first, and test your Handoff configuration with a controlled conversation before relying on it in production.