How to set human handoff rules for your AI Employee

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 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

    Configure handoff triggers in the 'Business Rules' tab to alert a specific team member or group when the AI encounters a restricted topic or unresolved issue.

    Who this article is for

    This article is for administrators and support managers configuring the AI's escalation protocols.

    Overview

    Even the best AI needs human backup. Setting precise handoff rules ensures that complex, sensitive, or frustrated customer inquiries are seamlessly transferred to a real person without dropping the conversation.

    Before you begin

    • Navigate to Settings > AI Employee
    • Open the 'Business Rules' tab
    • Identify your primary support team or inbox

    Step 1: Step 1: Access Handoff Settings

    Go to Settings > AI Employee and open the 'Business Rules' tab. Scroll down to the 'Human Handoff' section.

    Step 2: Step 2: Define Handoff Triggers

    Select the conditions that will trigger a handoff. Common options include: explicit requests for a human (e.g., 'talk to a person'), repeated AI failures to answer a question, or the detection of restricted keywords (like profanity or competitor names).

    Step 3: Step 3: Set the Handoff Message

    Draft the message the AI will send to the customer right before disconnecting. Keep it professional. Example: 'I'll need a human team member to help you with that. I'm transferring you now, and someone will reply shortly.'

    Step 4: Step 4: Configure Internal Notifications

    Determine who gets notified when a handoff occurs. You can route the notification to a specific user, a team, or a shared inbox in the Conversations tab. Ensure the notification includes a link to the conversation history.

    Step 5: Step 5: Define the AI's Post-Handoff State

    By default, the AI should 'sleep' or pause for that specific contact once a handoff is triggered, preventing it from interrupting the human agent who takes over.

    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. Always test your handoff triggers using the AI Simulator before going live to ensure the notification routing works correctly.

    Important clarification

    Failing to set up an internal notification is a critical error. The AI might pause, but if no human is alerted, the customer will be left waiting indefinitely.

    Resolution guidance

    Why didn't my team get a notification?

    Check your notification preferences in the main CRM settings and verify that the user or team assigned to the handoff has active email or in-app alerts enabled.

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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.