Hours, who takes over, what happens when you answer yourself, and how to hand the conversation back to the agent.

Where it is

AI Agent → Configure → Human handoff.

Who takes over

Two fields: the name of the person who takes over and their phone number. That is where the conversation goes when the agent calls someone.

Right below there is the share this contact with the guest option:

On: it hands over the direct contact. Good for operations with a staffed front desk.

Off: it only says the team will get in touch, without promising a deadline. This is the default, and it keeps guests from watching the clock.

Hours and days

You set the start, the end and the weekdays when someone is available to take over. Outside those hours it keeps answering normally — what changes is what it says when it needs a person.

When it hands the conversation over

It calls someone when:

the guest asks for a discount or special terms;

the request is a policy exception (pets where they are not allowed, a very late checkout, a group over capacity);

the subject goes beyond what it knows and is not in the frequent questions;

the guest asks to talk to a person.

When you step in yourself

If you reply to the guest from the agent's WhatsApp, on your phone, it notices and goes quiet. You do not have to announce anything or press any button: it understands a person joined the conversation and steps aside.

That handoff shows up in the Panel with the reason "the owner took over".

The agent comes back on its own

There is a field for how many minutes until the agent resumes, counted from the last message of whoever took over. Once the subject is done and nobody writes for that long, it starts answering again.

Hand it back right away

If you finished earlier, you do not have to wait. In the Panel, under Who is waiting, every open handoff has a Hand back to the agent button. One click and it resumes that conversation.

While a handoff is open, that guest is waiting for you. The Panel shows for how long. It is the number worth checking every day.

Human handoff: when the agent calls you