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AI Handoff Rules

Definition: Handoff rules determine when the AI stops responding and transfers the conversation to a human.

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Common Handoff Triggers

  • Lead requests a human (e.g. “Can I speak to someone?”)
  • AI receives a response it doesn’t understand after 2 attempts
  • Lead meets qualification thresholds (e.g. high intent)

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Customizing Handoff Logic

  • Set intent detection for escalation phrases
  • Define confidence thresholds for fallback handling
  • Route to specific reps based on team/region/specialty

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Handoff Tagging

  • Tag conversations as handoff-ai, qualified, or needs-review for CRM visibility