Hand Over an AI Conversation to Your Team

Hand Over an AI Conversation to Your Team

Set up human handoff, email summaries and optional voice alerts so your team can take over when a customer asks for a person.

When a customer asks for a person, your conversational agent can step aside and alert your team. Configure the recipients before relying on this workflow, and make sure someone is responsible for following up.

Enable human handoff

1. Open AI → Conversational Agents and edit the assistant for the correct location.
2. Select 06 What it can do and find Hand over to a person.
3. Turn on Let it hand the conversation over.
4. Under Who gets the alert, enter the team's email address. Use Add email for additional recipients. Everyone listed receives the same summary of what the customer wanted and where the assistant needed help.

Add an optional voice alert

If Also call these numbers is available in your account, turn it on and use Edit numbers to select the destinations. Review the selected numbers before saving. Each alert call uses voice minutes from your AI Wallet.

The automated call reads a short notice and hangs up. The detailed summary stays in the email because the call may reach voicemail. This is an alert to your team, not a live transfer of the customer's phone call.

Save and arrange follow-up

1. Click Save changes.
2. Coordinate a test with the alert recipients, using a controlled conversation that asks to speak with a person. A handoff test may send emails and make alert calls.
3. Check the email summary and any selected voice destination. Confirm that a team member can find and handle the conversation in Inbox.

After handing over, the assistant says someone will pick up the request and stops replying. An alert does not mean someone has already answered the customer.

If nobody receives the alert

Check that handoff was saved, recipients are correct, and the email is not in spam. For voice alerts, check the selected destinations and AI Wallet. In 03 Business & rules, Who it says will follow up only controls the team name mentioned to the customer; it does not configure alert recipients.

See Conversational Agent Settings, Section by Section.

Need help?

Contact info@zonitel.com with the location, assistant or page involved, what you expected, and the date and time of your test. Do not include passwords or private customer messages.