The Human Handoff screen lets you monitor active customer conversations in real time and step in to respond manually when needed.
The screen maintains a live connection to the conversation server and updates automatically — you don't need to refresh the page.
A status indicator in the top-right corner shows whether the live connection to the server is active:
Three counters at the top of the screen give a live summary:
| Counter | Description |
|---|---|
| Active Conversations | The total number of customer conversations currently in progress across all services. |
| Needs Attention | Conversations that have been automatically flagged as requiring human review (see Attention Flags below). Shown in red. |
| Paused (Human) | Conversations where a human agent has taken over and the AI is paused. Shown in orange. |
Each service can be set to one of three operating modes using the button group shown next to its name. If you have multiple services, a Set all services control appears at the top right to change all services simultaneously.
| Mode | Description |
|---|---|
| AI Only | The AI handles all conversations. Human handoff is not available to customers and agents cannot intervene. |
| Human-Supported AI | The AI replies as normal, but human agents can monitor conversations, take over, and receive escalation requests. This is the standard handoff mode. |
| Human Only | The AI is fully disabled. Customers see no automated responses until a human agent manually replies. |
Active conversations are listed under each service. Each card shows:
AI Active (green) when the AI is responding, or Paused (yellow) when a human has taken over.Conversations that need human review are highlighted with a pulsing red border and display a coloured badge on the right side of the card:
| Badge | Trigger |
|---|---|
| Thumbs Down | The customer gave a thumbs-down rating after an AI response. |
| Non-Answer | The AI was unable to answer the customer's question. |
| Negative Feedback | Negative sentiment was detected in the conversation. |
| Help Requested | The customer explicitly requested to speak to a human. |
These conversations also increment the Needs Attention counter in the stats bar.
Click any conversation card to open the conversation detail panel.
The panel shows the full chat transcript in a scrollable view, with messages colour-coded by role:
Click Take Over Conversation to claim the conversation and pause the AI. The customer sees a notification that a human agent has joined. Once you have taken over:
Click Resume AI to hand the conversation back to the AI. The AI will resume responding from the next customer message. A system message is shown to the customer.
Click Release to release your claim on the conversation without resuming the AI. This allows another agent to take over, but leaves the conversation paused.
When a new conversation requires attention — for example, when a customer gives a thumbs down or the AI fails to answer — a notification sound plays and a toast notification appears at the bottom-right of the screen, even if you are on a different page in the admin console. This allows you to monitor for escalations without keeping the Human Handoff page open.