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Conversation AI - Human Handover Action

Learn how to set up Human Handover in GHL Customer Care Conversation AI to transfer chats to your team, pause the bot, create tasks, and tag contacts.

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  1. Key Benefits of Human Handover
  2. How To Setup Human Handover Action
  3. Step 1: Navigate to Bot Goals
  4. Step 2: Select a Prebuilt Scenario
  5. Step 3: Configure Post-Handover Actions
  6. Notification Management for Assigned user
  7. Customizing Handover Actions
  8. Frequently Asked Questions
  9. Related Articles

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Deliver exceptional customer experiences by ensuring your AI bot knows when to step aside for a real person. The new Human Handover feature in GHL Customer Care's Conversation AI enables smooth, intelligent transitions from automated chat to your team—boosting satisfaction and trust.

TABLE OF CONTENTS

What is Human Handover in Conversation AI?

Human Handover is an advanced feature within GHL Customer Care’s Conversation AI that automatically transfers conversations from the AI bot to a human team member when certain conditions are met. This ensures that customers receive personalized support whenever the AI reaches its limitations, such as when facing complex queries, repeated misunderstandings, or direct requests to speak with a human.

By leveraging Human Handover, businesses can prevent customer frustration, resolve issues more efficiently, and maintain a seamless conversational flow between automation and live support.
Human Handover is released via Labs, so it may need to be enabled before it appears in Conversation AI.

Key Benefits of Human Handover

Unlocking Human Handover in your workflow delivers tangible improvements to both customer experience and operational efficiency:

  • Eliminates Dead Ends: Customers are never left without support, even if the bot can’t resolve their issue.
  • Smart Escalation: Automatically detects when the AI is stuck, fails repeatedly, or receives a direct human request.
  • Seamless Transition: Assigns a team member, creates a follow-up task, sends a closing message, and pauses the bot—all in one flow.
  • Improved Customer Satisfaction: Builds trust by ensuring real people are available when needed.
  • Efficient Team Notification: Notifies staff instantly about handovers and new tasks, reducing response times.
  • Customizable Triggers & Actions: Tailor when and how handovers happen to fit your business needs.

How To Setup Human Handover Action

Setting up Human Handover ensures your customers always have access to the right support at the right time. Follow these steps to enable and configure this feature in GHL Customer Care:

Step 1: Navigate to Bot Goals

  1. Click on AI Agents from your sub-account.
  2. Click on the Conversation AI tab.
    Step 2 of 5: Click on the Conversation AI tab What this shows Step 2 of 5: Click on the Conversation AI tab. What this shows Shows what to click for step 2 of 5 in the "Step 1: Navigate to Bot Goals" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 2 of 5 in the "Step 1: Navigate to Bot Goals" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you click on the Conversation AI tab. For context, this section explains: Click on AI Agents from your sub-account. Click on the Conversation AI tab. Click on the Bot's Name or on the Three Dots beside last updated and click on Edit. Click on the Bot Goals tab. Scroll down to Setup Your Actions sections and click on Human Handover button. The next step is to click on the Bot's Name or on the Three Dots beside last updated and click on Edit. Step 2 of 5Image 1 of 17 What to clickClick on the Conversation AI tab.
    Buttons and menus referenced Conversation AIAI AgentsBot'sNameThree DotsEditBot GoalsSetup Your ActionsHuman Handover
    Next stepClick on the Bot's Name or on the Three Dots beside last updated and click on Edit.
    All 5 steps in this procedure
    1. Click on AI Agents from your sub-account.
    2. Click on the Conversation AI tab. this image
    3. Click on the Bot's Name or on the Three Dots beside last updated and click on Edit.
    4. Click on the Bot Goals tab.
    5. Scroll down to Setup Your Actions sections and click on Human Handover button.
  3. Click on the Bot's Name or on the Three Dots beside last updated and click on Edit.
    Step 3 of 5: Click on the Bot's Name or on the Three Dots beside last updated and… What this shows Step 3 of 5: Click on the Bot's Name or on the Three Dots beside last updated and click on Edit. What this shows Shows what to click for step 3 of 5 in the "Step 1: Navigate to Bot Goals" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 3 of 5 in the "Step 1: Navigate to Bot Goals" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you click on the Bot's Name or on the Three Dots beside last updated and click on Edit. The next step is to click on the Bot Goals tab. Step 3 of 5Image 2 of 17 What to clickClick on the Bot's Name or on the Three Dots beside last updated and click on Edit.
    Buttons and menus referenced Bot'sNameThree DotsEditAI AgentsConversation AIBot GoalsSetup Your ActionsHuman Handover
    Next stepClick on the Bot Goals tab.
    All 5 steps in this procedure
    1. Click on AI Agents from your sub-account.
    2. Click on the Conversation AI tab.
    3. Click on the Bot's Name or on the Three Dots beside last updated and click on Edit. this image
    4. Click on the Bot Goals tab.
    5. Scroll down to Setup Your Actions sections and click on Human Handover button.
  4. Click on the Bot Goals tab.
  5. Scroll down to Setup Your Actions sections and click on Human Handover button.
    Step 5 of 5: Scroll down to Setup Your Actions sections and click on Human Handover… What this shows Step 5 of 5: Scroll down to Setup Your Actions sections and click on Human Handover button. What this shows Shows what to click for step 5 of 5 in the "Step 1: Navigate to Bot Goals" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 5 of 5 in the "Step 1: Navigate to Bot Goals" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you scroll down to Setup Your Actions sections and click on Human Handover button. Step 5 of 5Image 3 of 17 What to clickScroll down to Setup Your Actions sections and click on Human Handover button.
    Buttons and menus referenced Setup Your ActionsHuman HandoverAI AgentsConversation AIBot'sNameThree DotsEditBot Goals
    All 5 steps in this procedure
    1. Click on AI Agents from your sub-account.
    2. Click on the Conversation AI tab.
    3. Click on the Bot's Name or on the Three Dots beside last updated and click on Edit.
    4. Click on the Bot Goals tab.
    5. Scroll down to Setup Your Actions sections and click on Human Handover button. this image

Step 2: Select a Prebuilt Scenario

Choose from predefined conditions under which the bot will trigger a handover:

1. Human Requested

  • Turn on the Enable Scenario toggle to use it.
  • Trigger: User explicitly asks to speak with a human.
  • Click on the + Add Example Phrase button to add custom phrases.
  • Example Phrases: I want to talk to a human | Can someone real help me? | Connect me to a person
    Step 4 of 4: Example Phrases: I want to talk to a human | Can someone real help me?… What this shows Step 4 of 4: Example Phrases: I want to talk to a human | Can someone real help me? What this shows Shows what this covers for step 4 of 4 in the "1. Human Requested" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 4 of 4 in the "1. Human Requested" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you example Phrases: I want to talk to a human | Can someone real help me? | Connect me to a person. Step 4 of 4Image 4 of 17 What this coversExample Phrases: I want to talk to a human | Can someone real help me? | Connect me to a person
    Buttons and menus referenced Enable Scenario+ Add Example Phrase button
    All 4 steps in this procedure
    1. Turn on the Enable Scenario toggle to use it.
    2. Trigger: User explicitly asks to speak with a human.
    3. Click on the + Add Example Phrase button to add custom phrases.
    4. Example Phrases: I want to talk to a human | Can someone real help me? | Connect me to a person this image

2. Lack of Information

  • Turn on the Enable Scenario toggle to use it.
  • Trigger: The AI cannot find the relevant information or lacks knowledge on the query.
  • No custom examples needed.
    Step 3 of 3: No custom examples needed What this shows Step 3 of 3: No custom examples needed. What this shows Shows what this covers for step 3 of 3 in the "2. Lack of Information" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 3 of 3 in the "2. Lack of Information" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you no custom examples needed. For context, this section explains: Turn on the Enable Scenario toggle to use it. Trigger: The AI cannot find the relevant information or lacks knowledge on the query. No custom examples needed. Step 3 of 3Image 5 of 17 What this coversNo custom examples needed.
    Buttons and menus referenced Enable Scenario
    All 3 steps in this procedure
    1. Turn on the Enable Scenario toggle to use it.
    2. Trigger: The AI cannot find the relevant information or lacks knowledge on the query.
    3. No custom examples needed. this image

3. Failed to Resolve Issue

  • Turn on the Enable Scenario toggle to use it.
  • Trigger: Multiple attempts to resolve the issue has failed.
  • Max 2 retires.
  • No custom examples needed.
    Step 4 of 4: No custom examples needed What this shows Step 4 of 4: No custom examples needed. What this shows Shows what this covers for step 4 of 4 in the "3. Failed to Resolve Issue" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 4 of 4 in the "3. Failed to Resolve Issue" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you no custom examples needed. For context, this section explains: Turn on the Enable Scenario toggle to use it. Trigger: Multiple attempts to resolve the issue has failed. Max 2 retires. No custom examples needed. Step 4 of 4Image 6 of 17 What this coversNo custom examples needed.
    Buttons and menus referenced Enable Scenario2 retires
    All 4 steps in this procedure
    1. Turn on the Enable Scenario toggle to use it.
    2. Trigger: Multiple attempts to resolve the issue has failed.
    3. Max 2 retires.
    4. No custom examples needed. this image

Step 3: Configure Post-Handover Actions 

Customise what happens once the bot hands over the conversation:

1. Assign Conversation to a User

  • Choose a specific user to assign the conversation.
  • Optional: Skip assignment if the contact already has an assigned user.
    Step 2 of 2: Optional: Skip assignment if the contact already has an assigned user What this shows Step 2 of 2: Optional: Skip assignment if the contact already has an assigned user. What this shows Shows what this covers for step 2 of 2 in the "1. Assign Conversation to a User" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 2 of 2 in the "1. Assign Conversation to a User" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you optional: Skip assignment if the contact already has an assigned user. Step 2 of 2Image 7 of 17 What this coversOptional: Skip assignment if the contact already has an assigned user.
    Buttons and menus referenced specific user to assign the conversation
    All 2 steps in this procedure
    1. Choose a specific user to assign the conversation.
    2. Optional: Skip assignment if the contact already has an assigned user. this image

2. Final Message

  • The final message that the bot will send before handing over the conversation to a human.
  • Example Message: "Thank you! Someone from the team will get back to you."
    Step 2 of 2: Example Message: "Thank you! Someone from the team will get back to… What this shows Step 2 of 2: Example Message: "Thank you! What this shows Shows what this covers for step 2 of 2 in the "2. Final Message" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 2 of 2 in the "2. Final Message" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you example Message: "Thank you! Someone from the team will get back to you.". Step 2 of 2Image 8 of 17 What this coversExample Message: "Thank you! Someone from the team will get back to you."
    All 2 steps in this procedure
    1. The final message that the bot will send before handing over the conversation to a human.
    2. Example Message: "Thank you! Someone from the team will get back to you." this image

3. Bot Pause Behaviour

  • Set a timer to resume bot interactions at a later time.
  • You can set the duration in Days, Hours and Minutes.
    Step 2 of 2: You can set the duration in Days, Hours and Minutes What this shows Step 2 of 2: You can set the duration in Days, Hours and Minutes. What this shows Shows what this covers for step 2 of 2 in the "3. Bot Pause Behaviour" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 2 of 2 in the "3. Bot Pause Behaviour" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you you can set the duration in Days, Hours and Minutes. Step 2 of 2Image 9 of 17 What this coversYou can set the duration in Days, Hours and Minutes.
    Buttons and menus referenced Days, Hours and Minutesresume bot interactions at a later time
    All 2 steps in this procedure
    1. Set a timer to resume bot interactions at a later time.
    2. You can set the duration in Days, Hours and Minutes. this image

4. Create a Task

  • A task will be created within the contact when human handover is triggered.
  • Due time: 24 hours from trigger.
    Step 2 of 2: Due time: 24 hours from trigger What this shows Step 2 of 2: Due time: 24 hours from trigger. What this shows Shows what this covers for step 2 of 2 in the "4. Create a Task" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 2 of 2 in the "4. Create a Task" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you due time: 24 hours from trigger. For context, this section explains: A task will be created within the contact when human handover is triggered. Due time: 24 hours from trigger. Step 2 of 2Image 10 of 17 What this coversDue time: 24 hours from trigger.
    All 2 steps in this procedure
    1. A task will be created within the contact when human handover is triggered.
    2. Due time: 24 hours from trigger. this image

5. Create Tags

  • Add a tag to contact after human handover is completed.
  • Default tag: human_handover
    Step 2 of 2: Default tag: human_handover What this shows Step 2 of 2: Default tag: human_handover What this shows Shows what this covers for step 2 of 2 in the "5. Create Tags" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 2 of 2 in the "5. Create Tags" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you default tag: human_handover. For context, this section explains: Add a tag to contact after human handover is completed. Default tag: human_handover. This part of the guide covers 1 field, listed below. Step 2 of 2Image 11 of 17 What this coversDefault tag: human_handover
    Fields in this part of the guide Default tag: human_handover
    All 2 steps in this procedure
    1. Add a tag to contact after human handover is completed.
    2. Default tag: human_handover this image

Notification Management for Assigned user

Ensure that your staff receives timely alerts is crucial for prompt human intervention.

  1. Go to Settings from your sub-account.
    Step 1 of 5: Go to Settings from your sub-account What this shows Step 1 of 5: Go to Settings from your sub-account. What this shows Shows where to go for step 1 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 1 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you go to Settings from your sub-account. For context, this section explains: Ensure that your staff receives timely alerts is crucial for prompt human intervention. This part of the guide covers 3 fields, listed below. The next step is to click on the My Staff tab. Step 1 of 5Image 12 of 17 Where to goGo to Settings from your sub-account.
    Fields in this part of the guide Enable Notifications for all channels:When a conversation gets assigned to meWhen a task gets assigned to me
    Buttons and menus referenced SettingsMy StaffEditNotification SettingsEnable NotificationsSavehandover actions per bot
    Next stepClick on the My Staff tab.
    All 5 steps in this procedure
    1. Go to Settings from your sub-account. this image
    2. Click on the My Staff tab.
    3. Click on the Edit action button for the particular staff you want to notify.
    4. Click on the Notification Settings tab.
    5. Enable Notifications for all channels:
  2. Click on the My Staff tab.
    Step 2 of 5: Click on the My Staff tab What this shows Step 2 of 5: Click on the My Staff tab. What this shows Shows what to click for step 2 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 2 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you click on the My Staff tab. For context, this section explains: Ensure that your staff receives timely alerts is crucial for prompt human intervention. This part of the guide covers 3 fields, listed below. The next step is to click on the Edit action button for the particular staff you want to notify. Step 2 of 5Image 13 of 17 What to clickClick on the My Staff tab.
    Fields in this part of the guide Enable Notifications for all channels:When a conversation gets assigned to meWhen a task gets assigned to me
    Buttons and menus referenced My StaffSettingsEditNotification SettingsEnable NotificationsSavehandover actions per bot
    Next stepClick on the Edit action button for the particular staff you want to notify.
    All 5 steps in this procedure
    1. Go to Settings from your sub-account.
    2. Click on the My Staff tab. this image
    3. Click on the Edit action button for the particular staff you want to notify.
    4. Click on the Notification Settings tab.
    5. Enable Notifications for all channels:
  3. Click on the Edit action button for the particular staff you want to notify.
    Step 3 of 5: Click on the Edit action button for the particular staff you want to… What this shows Step 3 of 5: Click on the Edit action button for the particular staff you want to notify. What this shows Shows what to click for step 3 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 3 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you click on the Edit action button for the particular staff you want to notify. This part of the guide covers 3 fields, listed below. The next step is to click on the Notification Settings tab. Step 3 of 5Image 14 of 17 What to clickClick on the Edit action button for the particular staff you want to notify.
    Fields in this part of the guide Enable Notifications for all channels:When a conversation gets assigned to meWhen a task gets assigned to me
    Buttons and menus referenced EditSettingsMy StaffNotification SettingsEnable NotificationsSavehandover actions per bot
    Next stepClick on the Notification Settings tab.
    All 5 steps in this procedure
    1. Go to Settings from your sub-account.
    2. Click on the My Staff tab.
    3. Click on the Edit action button for the particular staff you want to notify. this image
    4. Click on the Notification Settings tab.
    5. Enable Notifications for all channels:
  4. Click on the Notification Settings tab.
    Step 4 of 5: Click on the Notification Settings tab What this shows Step 4 of 5: Click on the Notification Settings tab. What this shows Shows what to click for step 4 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 4 of 5 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you click on the Notification Settings tab. For context, this section explains: Ensure that your staff receives timely alerts is crucial for prompt human intervention. This part of the guide covers 3 fields, listed below. The next step is to enable Notifications for all channels. Step 4 of 5Image 15 of 17 What to clickClick on the Notification Settings tab.
    Fields in this part of the guide Enable Notifications for all channels:When a conversation gets assigned to meWhen a task gets assigned to me
    Buttons and menus referenced Notification SettingsSettingsMy StaffEditEnable NotificationsSavehandover actions per bot
    Next stepEnable Notifications for all channels:
    All 5 steps in this procedure
    1. Go to Settings from your sub-account.
    2. Click on the My Staff tab.
    3. Click on the Edit action button for the particular staff you want to notify.
    4. Click on the Notification Settings tab. this image
    5. Enable Notifications for all channels:
  5. Enable Notifications for all channels:
    • When a conversation gets assigned to me
    • When a task gets assigned to me
    • Click on Save.
      Step 3 of 3: Click on Save What this shows Step 3 of 3: Click on Save. What this shows Shows how to confirm for step 3 of 3 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 3 of 3 in the "Notification Management for Assigned user" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you click on Save. For context, this section explains: Ensure that your staff receives timely alerts is crucial for prompt human intervention. This part of the guide covers 3 fields, listed below. Step 3 of 3Image 16 of 17 How to confirmClick on Save.
      Fields in this part of the guide Enable Notifications for all channels:When a conversation gets assigned to meWhen a task gets assigned to me
      Buttons and menus referenced SaveSettingsMy StaffEditNotification SettingsEnable Notificationshandover actions per bot
      All 3 steps in this procedure
      1. When a conversation gets assigned to me
      2. When a task gets assigned to me
      3. Click on Save. this image
       
Note: You can configure a maximum of 6 handover actions per bot.

Customizing Handover Actions

Tailor the handover process to match your team’s workflow and customer expectations.

  • Assign conversations to specific staff based on expertise or availability.
  • Automatically create actionable tasks with clear deadlines.
  • Personalize closing messages to maintain a friendly, professional tone.
  • Adjust bot pause duration to allow human follow-up before automation resumes.
  • Use conversation tags for reporting and workflow automation.
    Step 5 of 5: Use conversation tags for reporting and workflow automation What this shows Step 5 of 5: Use conversation tags for reporting and workflow automation. What this shows Shows what this covers for step 5 of 5 in the "Customizing Handover Actions" section of "Conversation AI - Human Handover Action". This screenshot accompanies step 5 of 5 in the "Customizing Handover Actions" section of "Conversation AI - Human Handover Action". At this point in the walkthrough you use conversation tags for reporting and workflow automation. Step 5 of 5Image 17 of 17 What this coversUse conversation tags for reporting and workflow automation.
    All 5 steps in this procedure
    1. Assign conversations to specific staff based on expertise or availability.
    2. Automatically create actionable tasks with clear deadlines.
    3. Personalize closing messages to maintain a friendly, professional tone.
    4. Adjust bot pause duration to allow human follow-up before automation resumes.
    5. Use conversation tags for reporting and workflow automation. this image

Frequently Asked Questions

Q: Can I customize the message sent to customers during a handover?

Yes, you can personalize the closing message that’s sent when a handover is triggered.

Q: What happens if no team member is assigned during a handover?

The conversation will remain unassigned until a staff member claims it, so it’s best to set up default assignees for seamless support.

Q: Can I set different triggers for different bots or workflows?

Yes, triggers can be customized per bot or workflow within the Bot Goals section.

Q: How does the bot know when to pause, and for how long?

You can configure the cooldown period during which the bot will not respond, giving your team time to intervene.

Q: Will my team get notified immediately after a handover?

Yes, as long as notifications for assigned conversations and new tasks are enabled in staff settings.

Q: Is there a way to track all conversations that have been handed over?

Yes, conversations are tagged with human_handover for easy filtering and reporting.

Q: Can I disable Human Handover for certain workflows?

Absolutely, simply toggle off the feature in the relevant Bot Goals configuration.

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