# 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.

- Source: https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/conversation-ai-human-handover-action
- Section: AI Employee / Conversation AI - Goals, Prompts, & Actions
- Reading time: 5 min
- Images: 17, each explained below

---
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?](#what-is-human-handover-in-conversation-ai)[](#key-benefits-of-human-handover)
-   [Key Benefits of Human Handover](#key-benefits-of-human-handover)[](#how-to-setup-human-handover-action)
-   [How To Setup Human Handover Action](#how-to-setup-human-handover-action)[](#step-1-navigate-to-bot-goals)[](#1-assign-conversation-to-a-user)[](#notification-management-for-assigned-user)
-   [Notification Management for Assigned user](#notification-management-for-assigned-user)[](#customizing-handover-actions)
-   [Customizing Handover Actions](#customizing-handover-actions)[](#frequently-asked-questions)
-   [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles)
-   [Related Articles](#related-articles)

---

# **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](https://jumpshare.com/v/GagVAP7gVSPaJBadjA8g+/Screen+Shot+2025-06-27+at+7.22.09+PM.png)

**Step 2 of 5: Click on the Conversation AI tab**

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.
- What to click: Click on the Conversation AI tab.
- Controls: Conversation AI, AI Agents, Bot's, Name, Three Dots, Edit, Bot Goals, Setup Your Actions, Human Handover
- Next: Click on the Bot's Name or on the Three Dots beside last updated and click on Edit.

Full 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…](https://jumpshare.com/v/BLk3LnWKYy80y8eibjSt+/Screen+Shot+2025-06-27+at+7.24.29+PM.png)

**Step 3 of 5: Click on the Bot's Name or on the Three Dots beside last updated and…**

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.
- What to click: Click on the Bot's Name or on the Three Dots beside last updated and click on Edit.
- Controls: Bot's, Name, Three Dots, Edit, AI Agents, Conversation AI, Bot Goals, Setup Your Actions, Human Handover
- Next: Click on the Bot Goals tab.

Full 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…](https://jumpshare.com/v/a9ykW3E9zMabwGvnj5hN+/Screen+Shot+2025-06-27+at+7.27.56+PM.png)

**Step 5 of 5: Scroll down to Setup Your Actions sections and click on Human Handover…**

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.
- What to click: Scroll down to Setup Your Actions sections and click on Human Handover button.
- Controls: Setup Your Actions, Human Handover, AI Agents, Conversation AI, Bot's, Name, Three Dots, Edit, Bot Goals

Full 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?…](https://jumpshare.com/v/PoOQiLisH28GDqtTX7Lv+/Screen+Shot+2025-06-27+at+7.35.39+PM.png)

**Step 4 of 4: Example Phrases: I want to talk to a human | Can someone real help me?…**

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.
- What this covers: Example Phrases: I want to talk to a human | Can someone real help me? | Connect me to a person
- Controls: Enable Scenario, + Add Example Phrase button

Full 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](https://jumpshare.com/v/iFTap75ySewhRodwoV3M+/Screen+Shot+2025-06-27+at+7.44.06+PM.png)

**Step 3 of 3: No custom examples needed**

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.
- What this covers: No custom examples needed.
- Controls: Enable Scenario

Full 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](https://jumpshare.com/v/hrU2e9VuNLLF5aOshLis+/Screen+Shot+2025-06-27+at+7.47.48+PM.png)

**Step 4 of 4: No custom examples needed**

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.
- What this covers: No custom examples needed.
- Controls: Enable Scenario, 2 retires

Full 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](https://jumpshare.com/v/rYFRvoUTRYobTSkt30p4+/Screen+Shot+2025-06-27+at+7.56.04+PM.png)

**Step 2 of 2: Optional: Skip assignment if the contact already has an assigned user**

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.
- What this covers: Optional: Skip assignment if the contact already has an assigned user.
- Controls: specific user to assign the conversation

Full 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…](https://jumpshare.com/v/r127iNEyvhC3k0e8WILt+/Screen+Shot+2025-06-27+at+8.05.45+PM.png)

**Step 2 of 2: Example Message: "Thank you! Someone from the team will get back to…**

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.".
- What this covers: Example Message: "Thank you! Someone from the team will get back to you."

Full 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](https://jumpshare.com/v/9wnBDaIIT1jIVTNsDIRf+/Screen+Shot+2025-06-27+at+8.09.28+PM.png)

**Step 2 of 2: You can set the duration in Days, Hours and Minutes**

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.
- What this covers: You can set the duration in Days, Hours and Minutes.
- Controls: Days, Hours and Minutes, resume bot interactions at a later time

Full 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](https://jumpshare.com/v/zZWAy3ZAfVU4BtjUQe5Q+/Screen+Shot+2025-06-27+at+8.11.25+PM.png)

**Step 2 of 2: Due time: 24 hours from trigger**

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.
- What this covers: Due time: 24 hours from trigger.

Full 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](https://jumpshare.com/v/eifeAIQnGT7pnlJ5rXER+/Screen+Shot+2025-06-27+at+8.15.21+PM.png)

**Step 2 of 2: Default tag: human_handover**

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.
- What this covers: Default tag: human_handover
- Fields: Default tag: human_handover

Full 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](https://jumpshare.com/v/vmz3iKoKFKDz1J0u7mIz+/Screen+Shot+2025-06-27+at+8.26.11+PM.png)

**Step 1 of 5: Go to Settings from your sub-account**

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.
- Where to go: Go to Settings from your sub-account.
- Fields: Enable Notifications for all channels:, When a conversation gets assigned to me, When a task gets assigned to me
- Controls: Settings, My Staff, Edit, Notification Settings, Enable Notifications, Save, handover actions per bot
- Next: Click on the My Staff tab.

Full 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](https://jumpshare.com/v/IsaEmUB2SQXRhiBSPDwb+/Screen+Shot+2025-06-27+at+9.17.12+PM.png)

**Step 2 of 5: Click on the My Staff tab**

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.
- What to click: Click on the My Staff tab.
- Fields: Enable Notifications for all channels:, When a conversation gets assigned to me, When a task gets assigned to me
- Controls: My Staff, Settings, Edit, Notification Settings, Enable Notifications, Save, handover actions per bot
- Next: Click on the Edit action button for the particular staff you want to notify.

Full 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…](https://jumpshare.com/v/P4BnEaMV15lvjdiUsMVe+/Screen+Shot+2025-06-27+at+9.21.14+PM.png)

**Step 3 of 5: Click on the Edit action button for the particular staff you want to…**

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.
- What to click: Click on the Edit action button for the particular staff you want to notify.
- Fields: Enable Notifications for all channels:, When a conversation gets assigned to me, When a task gets assigned to me
- Controls: Edit, Settings, My Staff, Notification Settings, Enable Notifications, Save, handover actions per bot
- Next: Click on the Notification Settings tab.

Full 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](https://jumpshare.com/v/DJSmxApyDBhBaU5nFkaA+/Screen+Shot+2025-06-27+at+9.24.28+PM.png)

**Step 4 of 5: Click on the Notification Settings tab**

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.
- What to click: Click on the Notification Settings tab.
- Fields: Enable Notifications for all channels:, When a conversation gets assigned to me, When a task gets assigned to me
- Controls: Notification Settings, Settings, My Staff, Edit, Enable Notifications, Save, handover actions per bot
- Next: Enable Notifications for all channels:

Full 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](https://jumpshare.com/v/Aj5BMWUzPiQlVYwxSM2L+/Screen+Shot+2025-06-27+at+9.27.55+PM.png)

**Step 3 of 3: Click on Save**

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.
- How to confirm: Click on Save.
- Fields: Enable Notifications for all channels:, When a conversation gets assigned to me, When a task gets assigned to me
- Controls: Save, Settings, My Staff, Edit, Notification Settings, Enable Notifications, handover actions per bot

Full 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](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155072661968/original/VJQDwQScN8CDXNTT6qmYsghT9hsfzhBTMQ.png)

**Step 5 of 5: Use conversation tags for reporting and workflow automation**

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.
- What this covers: Use conversation tags for reporting and workflow automation.

Full 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.

---

## **Related Articles**

-   [Conversation AI Bot - Explained](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/conversation-ai-bot-explained)
-   [Setting Up Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/how-to-set-up-a-conversation-ai-bot)
-   [Auto Follow-Up Action in Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/conversation-ai-auto-follow-up-action)
-   [How to Use Conversation AI to Book Appointments](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/appointment-booking-in-conversation-ai)
-   [Conversation AI - Transfer Bot Action](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/conversation-ai-transfer-bot-action)

---

Documentation for GHL Customer Care. Support: support@ghlcustomercare.com