> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Handoff & resolve

> Hand conversations to humans, and close them out with optional CSAT.

## Handoff node

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

### Targets

| Target type                      | Use when                                                       |
| -------------------------------- | -------------------------------------------------------------- |
| **User**                         | You want this specific person (e.g. account manager for a VIP) |
| **Team**                         | You want any member of a team (e.g. Senior support)            |
| **Round-robin within specialty** | You want even distribution across everyone with a specialty    |

### 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.

### 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.

### 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).

## Resolve node

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

### Configure

* **Resolution type** — resolved / no action needed / duplicate / spam
* **CSAT enabled** — send the one-tap survey after resolving
* **CSAT delay** — in seconds (e.g. 30s so the customer doesn't feel rushed)

### CSAT

When enabled, the customer sees a 👍 / 😐 / 👎 prompt right after resolution. Results appear on the conversation and in **Analytics**.

CSAT is **only** sent through the same channel the conversation was on. Email CSATs include a one-click link; webchat and messaging CSATs are inline buttons.

## Combining handoff and resolve

Rarely in the same flow — usually one or the other. But they do combine in one pattern:

```
Trigger (message received)
  → Condition (intent equals "cancellation" AND sentiment equals "negative")
      ├── Yes → Handoff (retention team, reason "angry cancel")
      └── No  → (end)
```

...and a separate flow:

```
Trigger (conversation resolved)
  → Resolve (csat_enabled: true, delay 30s)
```

The first escalates the right cases to humans; the second asks every resolved customer how it went.

## 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.