Can we include a human agent in the conversation between AI and the user?

Yes — you can seamlessly hand off the conversation from AI to a human agent using the Human Handoff node.

What it does

The Human Handoff node transfers the conversation to a real person when needed.

You can trigger it from:

• Dispatcher (based on intent)
• Router (based on intent)

How it works

1. User sends a message
2. Intent is detected (e.g. “I need support”)
3. Flow routes to Human Handoff node
4. Conversation is transferred to a human agent

Ways to connect a human agent

You can choose how the handoff happens:

• HubSpot → creates a ticket and sends conversation history
• Intercom → creates a conversation for your team to reply
• Meta Business Suite (WhatsApp) → agent replies directly in WhatsApp
• Generic Webhook → send data to your own system

What gets passed to the agent

• Full conversation history
• User message context
• Any collected data (email, name, etc.)

Optional: ask before handoff

You can enable:

• “Ask a question before handoff”

This lets you collect details like:

• Email
• Name
• Phone

before transferring the conversation.

What the user sees

You can customize the message, for example:

“We’re creating a support ticket for you. Our team will get back to you shortly.”

Important to know

• Works with both Dispatcher and Router flows
• AI pauses during handoff (depending on provider)
• You can resume AI after the agent finishes (e.g. WhatsApp flow)

Simple rule

Need human support in your flow? → Use Human Handoff node