The Handover tab decides what happens when the agent can't help and a human should take over. Choose a handover method:
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Don't offer handover: the agent answers with a fallback response instead.
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Guided handover: the agent offers a handover and collects the customer's contact details.
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Use a tool: a handover tool controls the handover flow.
Don't offer handover
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Fallback Prompt: instructions for how the agent answers when it doesn't know the answer.
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Fallback Message: a fixed message, shown if the fallback itself can't produce an answer.
Guided handover
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Instructions for handover message: how the agent offers to connect the customer with a live agent.
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Button label: the text on the button that starts the handover, for example "Talk to a human".
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Full name question and Email address question: how the agent asks for the details a colleague needs to follow up.
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Failure message: shown when no colleague is available to take over.
Guided handover is available on accounts with the Conversational Router (Legacy) tool.
Use a tool
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Select a tool: the tool runs when the agent needs to hand the conversation over. See Using a handover tool.
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Fallback Message: a fixed message, shown as a last resort if the tool can't run.