Human Handoff
Escalates to a human — usually wired to the Unsure branch of a Confidence Check.
- In ← usually a Confidence Check’s Unsure branch.
- Out → optional follow-up nodes.
Config
Section titled “Config”| Field | Status | Behavior |
|---|---|---|
| Notify you on: Email | Live | The last ~10 messages of the conversation are emailed to this address the moment the flow reaches the node. |
| Notify you on: WhatsApp | Coming soon | Saved, but nothing is sent to the number yet. |
Runtime behavior
Section titled “Runtime behavior”- The conversation’s status is set to handoff, so it’s flagged for a human in the app.
- The customer gets a warm message letting them know a teammate is taking over.
- The transcript (last ~10 messages) is emailed to the configured address, with the bot name and channel in the subject. The send happens after the customer is answered — a mail failure never breaks the conversation.
- An
escalated to humanevent is recorded with the delivery outcome (sent / failed / skipped) and surfaces in the in-app notification bell, so you can always see whether the email actually went out.