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Handoff node

A Handoff node assigns the conversation to a teammate and signals that the AI should step back.

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Targets

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Reason

Add a short reason (“VIP customer”, “Complex billing issue”). It’s shown to the assignee in the conversation header so they know why it landed with them.

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What handoff actually does

  • Assigns the conversation to the chosen teammate / team.
  • Stops the AI from replying (you can hand back manually).
  • Sends a desktop notification to the assignee.
  • Clears the AI’s “responding” indicator in the widget.

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Let the AI continue after a human

If a teammate resolves the issue and the customer asks a follow-up later, the AI takes over again once the conversation goes back to an unassigned state (Unassign from the header).

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Resolve node

A Resolve node closes the conversation — optional at the end of any flow.

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Configure

  • Resolution — resolved / no action needed / duplicate / spam
  • Satisfaction survey — tick Always send a satisfaction survey to survey every conversation this step solves

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CSAT

With Always send a satisfaction survey on, the contact gets a survey with five faces when this step solves the conversation, even if they had one recently or the AI agent solved it. Surveys still need to be on for the channel in Settings → Customer satisfaction, and the delay set there applies. With it off, your usual survey rules in Settings → Customer satisfaction decide, as when a teammate solves a conversation. The survey goes out on the conversation’s own channel: a rating card in website chat, an email, a message with a link on Messenger and Instagram, or a message with five faces on Telegram and in Slack direct messages. WhatsApp conversations and Slack channel threads aren’t surveyed. See CSAT.

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Combining handoff and resolve

Rarely in the same flow — usually one or the other. But they do combine in one pattern:
…and a separate flow:
The first escalates the right cases to humans; the second asks every resolved customer how it went.

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Important

  • A flow that does Handoff should not also send a Message right after — the human will, and two messages looks unprofessional. If you want a reassurance message, send it from the flow before the handoff.
  • Resolve is the actual close. If you only want to tag “resolved-by-ai” without closing, use an Action node with a tag — not a Resolve.