When the bot should step aside. Escalation rules, the agent Inbox, routing, AI-assisted replies, response targets, and satisfaction.
Human handoff is one module, billed per agent. Switch it on, decide when the AI is allowed to hand over, and your team works the resulting conversations in the Inbox. Start with the settings page, then read the Inbox page — those two cover the daily reality; the rest is tuning.
- Escalation settings — every switch that decides when and how a conversation leaves the bot.
- Working the Inbox — claiming, replying, resolving, reassigning, and what each status means.
- Routing & skills — manual claim, round-robin, load-balanced, or skill-based assignment.
- AI Compose & briefings — the handoff briefing, Compose/Polish, and copilot suggestions.
- Macros, notes & attachments — canned replies, private team notes, and files in a reply.
- SLA & viewing presence — response-time targets, breach alerts, and who else is reading a thread.
- CSAT & email transcripts — rating prompts after resolve, automatic transcripts, and manual forwarding.
Seats and pricing for this module live in Seats; roles are in Team & roles.