Skip to main content AI Handoff Rules
Definition: Handoff rules determine when the AI stops responding and transfers the conversation to a human.
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)
Customizing Handoff Logic
- Set intent detection for escalation phrases
- Define confidence thresholds for fallback handling
- Route to specific reps based on team/region/specialty
Handoff Tagging
- Tag conversations as
handoff-ai, qualified, or needs-review for CRM visibility
