Use Human Handover nodes

Human Handover nodes allow workflows to escalate conversations when customers require manual assistance.

These nodes are useful for:

• support escalation

• complex requests

• billing issues

• sensitive conversations

• manual follow-up

Open the flow builder

To use a Human Handover node:

1. Open your AI Agent workspace

2. Go to Automations

3. Open the Flows tab

4. Create or edit a flow

Inside the flow builder, you can add escalation steps to your workflow.

Add a Human Handover node

To transfer conversations to human support:

1. Click + Add Node

2. Select Human Handover

3. Connect the node to your workflow

This creates a handoff step inside the conversation flow.

Use Human Handover in workflows

Human Handover nodes are commonly used when:

• customers request manual support

• workflows become too complex

• AI responses are no longer sufficient

• sensitive support situations occur

This helps create smoother collaboration between AI and support teams.

Combine Human Handover with conditions

Human Handover nodes work well together with:

• Branch nodes

• Collect Input

• AI Actions

• Let AI Answer

This allows workflows to escalate conversations dynamically depending on customer behavior or collected inputs.

Use Human Handover after information collection

Many workflows collect customer information before escalation.

Examples:

• name

• email

• issue details

• order information

This helps support teams receive better context before continuing the conversation manually.

Test your escalation workflow

Before enabling the automation publicly:

1. Run a test conversation

2. Trigger the escalation path

3. Verify the handoff behavior

4. Confirm the flow continues correctly

Testing helps identify broken escalation paths or missing information.

Keep escalation flows simple

For better support experiences:

• escalate only when necessary

• collect important context first

• avoid excessive routing

• guide customers clearly

Simpler escalation flows usually create better customer experiences.

Next steps

• Use Send to Webhook nodes

• Use Branch nodes

• Create a Guided Flow