How to hand off a chatbot to an AI agent or human ​

Use AI Agent Handoff to stop the chatbot and continue with an AI agent. Use Intervene to pause automation so the inbox team can reply. Use Assign Agents on team accounts to pick which agents own the conversation.

Prerequisites ​

  • A chatbot in the builder. See How to build a WhatsApp chatbot.
  • For AI handoff: an AI agent available for the line (AI Agents). All messages on Start is disabled while an AI agent is on.
  • For Assign Agents: a team account (TEAM or OWNER). The sidebar warns if the account type cannot use it.

Step-by-step ​

  1. Open Action or Data blocks
    In Automation → Chatbots, create or Edit a chatbot. Open Components. AI Agent Handoff is under Action Blocks. Intervene and Assign Agents are under Data Blocks.

  2. Add AI Agent Handoff
    Drag AI Agent Handoff onto the canvas and connect it. This stops the current chatbot and hands over to the AI agent session. Set Handoff mode to Direct handoff (AI replies immediately) or AI from next message (wait for next user message).

  3. Optional AI instruction
    Fill Optional AI instruction if you want extra context (for example, focus on pricing). It is added to handoff context in both modes. In next-message mode it applies when the next inbound message is processed by AI.

  4. Add Intervene for human takeover
    Drag Intervene. When it runs, the flow and AI sessions are cleared and the conversation is marked intervened so the team can reply from the inbox. Optionally check Auto resume after and set minutes, hours, or days (maximum 30 days). Without auto-resume, the contact stays intervened until someone resumes in the inbox. Same effect as Intervene in the inbox.

  5. Add Assign Agents (team accounts)
    Drag Assign Agents. Select agents. Equal split is shown by default (not saved). Edit a weight to save custom percentages; they must sum to 100%. Use Clear custom weights to drop saved weights. Then Save.

TIP

Use No trigger (manual/internal only) on a chatbot that you only reach via Connect Chatbot or as an AI handoff target. See How to set chatbot keyword triggers.

WARNING

Assign Agents is only available for team accounts. Personal accounts see: Assign Agents is only available for team accounts.

FAQ ​

Direct handoff vs AI from next message?

Direct handoff makes AI answer right away using flow and recent chat context. AI from next message ends the chatbot now and starts AI on the next inbound user message.

Does Intervene stop the AI agent too?

Yes. Intervene clears the flow and AI sessions and marks the conversation intervened. The inbox can show intervention as disabling chatbots and the AI Agent until resume.

Can I assign one agent without percentages?

Yes. Select a single agent. Weights apply when two or more agents are selected.