When the assistant hands over
Phrases that trigger a handover, idle minutes, per-channel on/off.
AI Agent- Behavior → Handoff — how many minutes of team silence before the assistant takes a conversation back, plus what is always handed to a person (any request to speak to someone, anything clinical or medical) and the extra cases you add under Behavior → Rules → Hand off when.
- Channels — switch the assistant on or off per channel. Off means every message on that channel goes straight to Unassigned and the customer is told a person will reply.
- A handed-over conversation shows the reason in the inbox header.
Channels → Emails: the AI Agent reads every email ticket with the same knowledge, actions, order and booking lookups and handoff rules as chat, and writes a proper email back — greeting, full answer, sign-off. Draft for the team (the default) puts the reply above the composer on each new customer email, where a person sends it as is, edits it or dismisses it. Answer on its own sends the reply as the business unless a handoff rule fires — a complaint, a refund, “talk to a person”, anything it is unsure of — in which case the reply waits for a person with the reason shown; after three replies in a row with nobody from the team, it waits as well. Off leaves email to people; “Draft a reply” under the composer still works on request. “Say when a reply is from the AI Agent” (on by default) adds one line to replies it sends on its own, so the customer knows and can ask for a person. Bounces, out-of-office and list mail are never answered. Every AI reply is labeled “AI Agent” in the thread.