How to route AI Employee conversations to support

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Combine AI Human Handoff triggers with workflow automation to assign the conversation to a specific user, notify a team via internal SMS/email, or move the lead to a support pipeline.

    Who this article is for

    This article is for operations managers and administrators responsible for support workflows.

    Overview

    When the AI Employee triggers a human handoff, you must ensure the conversation is routed to the right people immediately. Relying solely on the AI to pause is not enough; you need active routing to manage the escalation.

    Before you begin

    • Configure Human Handoff triggers in AI settings
    • Determine which team handles escalations
    • Create a workflow to handle the routing

    Step 1: Step 1: Verify AI Handoff Settings

    Ensure your AI Employee is configured to trigger a handoff on negative sentiment, restricted topics, or repeated failures (Settings > AI Employee > Business Rules).

    Step 2: Step 2: Create a Routing Workflow

    Navigate to Automation > Workflows and create a new workflow. Set the trigger to 'Customer Replied' and add a filter for the specific channel, OR use a tag-based trigger if your AI is configured to apply a 'Requires Support' tag upon handoff.

    Step 3: Step 3: Add an Assignment Action

    Add the 'Assign to User' action in the workflow to route the contact to a specific support agent or round-robin team.

    Step 4: Step 4: Add Internal Notifications

    Add an 'Internal Notification' action (SMS, Email, or In-App) to alert the assigned user. Include the contact's name and a link to the conversation in the message.

    Step 5: Step 5: Update Pipeline Status (Optional)

    If you use a support pipeline, add an action to 'Create/Update Opportunity' to move the contact into the 'Needs Human Review' stage of that pipeline.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. The AI Employee automatically 'sleeps' (stops replying) for a contact once a handoff is triggered, allowing your human agent to take over the conversation without interference.

    Important clarification

    Failing to set up the internal notification workflow. If the AI pauses but no human is notified, the customer's issue will be completely ignored.

    Resolution guidance

    My team is getting notified, but the AI keeps replying to the customer.

    Check the AI settings to ensure the 'Pause AI on Handoff' feature is enabled. If disabled, the AI will continue to try and answer even after notifying your team.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.