Enable Human Handoff

Human Handoff helps teams handle:

• complex support issues

• sensitive conversations

• billing problems

• advanced troubleshooting

• customer escalations

This creates a hybrid workflow where AI handles repetitive questions while humans manage more advanced cases.

Open the Human Handoff settings

To configure Human Handoff:

1. Open your AI Agent workspace

2. Go to Settings

3. Open Human Handoff

Inside this section, you can configure how conversations move from AI to human support.

Enable Human Handoff

To activate Human Handoff:

1. Enable the Human Handoff toggle

2. Save your changes

Once enabled, your AI Agent can escalate conversations when needed.

Choose who receives conversations

You can configure who receives escalated conversations.

Available routing options may include:

• AI

• Human

This controls how conversations are transferred after escalation is triggered.

Configure the confirmation message

The Confirmation Message is shown to users when the handoff starts.

Example:
“Your message has been forwarded to a human assistant. They will respond shortly.”

This helps set expectations clearly for customers.

Configure stalling time

The Stalling Time setting controls how long Mando AI waits before informing users that no human agent is currently available.

This helps manage customer expectations during support escalation.

Configure voice timeout

For voice workflows, you can configure the Voice Ring Timeout setting.

This controls how long the system waits for a human agent to answer before ending or returning the conversation to the AI.

Use Human Handoff with conversations

Human Handoff works together with:

• Inbox

• Tickets

• AI conversations

• support workflows

Escalated conversations can later be:

• assigned to teammates

• tracked in the inbox

• reviewed by support teams

Common Human Handoff use cases

Businesses often use Human Handoff for:

• refund requests

• billing issues

• delivery problems

• account access issues

• sensitive customer situations

This helps maintain a better support experience for complex cases.

Test your escalation workflow

After enabling Human Handoff:

1. Start a test conversation

2. Trigger an escalation scenario

3. Verify the confirmation message

4. Check the conversation inside the Inbox

Testing helps ensure the workflow behaves correctly before going live.

Balance AI and human support

Most teams use Human Handoff to:

• reduce repetitive work

• improve support speed

• keep humans focused on advanced cases

AI and human agents usually work best together instead of replacing each other completely.

Next steps

• Configure Users Capture

• Configure AI settings

• Understand the inbox