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

Yes. AskHandle can hand off a conversation from the AI agent to a person when human support is needed.

Your team can handle these conversations directly in Inbox, AskHandle's live chat workspace, or route the handoff to an external support platform using the Human Handoff node.

How human handoff works

A handoff can happen when the conversation reaches a condition you have configured for human support or when a user asks to speak with a person.

A typical flow looks like this:

1. The user sends a message.
2. AskHandle detects that human support is needed based on your flow or handoff settings.
3. The conversation is handed off.
4. Your team receives the conversation in Inbox or in the connected external support system.
5. A team member can continue the conversation with the user.

Use Inbox for live chat

Inbox is AskHandle's built-in live chat capability.

When a conversation is handed off to your team, it can appear in Inbox so a person can continue chatting directly with the user without leaving AskHandle.

In Inbox, your team can see:

• The current conversation
• Previous messages and conversation history
• Available user details and information collected during the conversation
• The current assignment or ownership of the conversation

This gives the person taking over the context they need before responding.

Claim or assign a conversation

Inbox includes tools for managing who handles each conversation.

A team member can Claim a conversation to take responsibility for it. Conversations can also be assigned to another team member when someone else should handle the request.

This is useful for teams where several people provide live support and conversations need to be distributed between them.

Members who only need to handle live customer conversations can be given the Live Agent role in your organization.

Using the Human Handoff node

The Human Handoff node controls where a conversation should go when a person needs to take over.

You can route to the Human Handoff node from your AI agent flow when the appropriate handoff condition is reached.

For example, a user might say:

“I need to speak with someone.”

The flow can then route the conversation to human support.

Other ways to connect a human agent

If your team already works in another support platform, the Human Handoff node can also send the conversation outside AskHandle.

Available options can include:

• HubSpot — creates a ticket and sends the conversation context
• Intercom — creates a conversation for your team to reply to
• Meta Business Suite for WhatsApp — lets an agent continue the conversation through WhatsApp
• Generic Webhook — sends handoff data to your own system

Use Inbox when you want your team to handle live conversations directly inside AskHandle. Use an external handoff option when your support team already works in another platform.

What information is available during handoff

Depending on the conversation and your setup, the person handling the handoff can receive context such as:

• Conversation history
• The user's latest messages
• Name, email, phone number, or other details collected during the conversation

For conversations handled in Inbox, previous chats and available user details are visible alongside the conversation.

Collect information before handoff

You can configure the handoff flow to ask the user for information before transferring the conversation.

For example, you may want to collect:

• Name
• Email address
• Phone number
• A short description of what they need help with

This can give your team more context before they take over.

What the user sees

You can customize the message shown when a conversation is being transferred to human support.

For example:

“I’ll connect you with a member of our team.”

The exact message can depend on how your handoff flow is configured and where the conversation is being transferred.

Choosing the right handoff option

Use Inbox when your team wants to chat with users directly inside AskHandle and manage live conversations in one place.

Use an external integration when your team already handles customer conversations or tickets in another support system.

In both cases, the goal is the same: the AI agent handles the conversation until human support is needed, then passes the user and relevant context to the right person.