How to Hand Off AI Conversations to Human Agents in ZazzyAgent
AI should handle the conversations it can resolve well.
When a customer needs a person, the transition should be simple.
ZazzyAgent AI Agents can be configured to assign conversations to a specific human team member or to a team role.
Assign to a specific team member
Use:
##assign_human_member## : 335
The number represents the selected team member.
Use ## autocomplete in the System Prompt editor and choose the appropriate member.
Example:
When the customer asks specifically to speak with Alex,
assign the conversation to Alex.
##assign_human_member## : 335
Assign by team role
You can also route a conversation to a team role:
##assign_human_role## : 3
This is useful when any available member of a relevant role can handle the conversation.
Example:
When the customer requests human sales assistance,
assign the conversation to an available Sales team member.
##assign_human_role## : 3
When should an AI Agent hand off?
Good reasons include:
Customer explicitly asks for a human.
Complaint requires manual investigation.
Customer requests an exception.
AI lacks the required information.
The issue is sensitive.
A manual approval is needed.
A transaction needs human review.
Don't hand off every question
A good AI Agent should still handle simple questions it can answer correctly.
Customer:
What time do you open?
If the answer is in the agent's knowledge, there's no reason to send the customer to a human.
Customer:
I want to speak to someone about a problem with my order.
That's a much stronger handoff case.
Example: Explicit human request
If the customer explicitly asks to speak with a human,
assign the conversation to the Support team.
##assign_human_role## : 3
Example: Complaint
If the customer has a complaint that requires manual investigation,
assign the conversation to the Support team.
##assign_human_role## : 3
Example: Specific specialist
If the customer asks specifically for the enterprise sales manager,
assign the conversation to the configured enterprise sales member.
##assign_human_member## : 335
Add an internal note before handoff
You can give the human agent useful context.
For example:
When transferring a customer who requests a callback,
add this internal note:
##add_note## : Customer requested a callback.
Now the agent doesn't have to ask:
Why are you contacting us?
before understanding the basic reason.
Add a follow-up reminder
For cases that need later staff action, use:
##follow_up## : 24
This creates an internal follow-up reminder for the configured number of hours from now.
Example:
When the customer requests a callback tomorrow,
set an internal follow-up reminder.
##follow_up## : 24
Use the appropriate number of hours for the actual business workflow.
Human handoff should have a clear boundary
A useful System Prompt might say:
You can handle questions about our products,
shipping policy and frequently asked questions.
Transfer to human support when:
- The customer explicitly asks for a human.
- The customer has a complaint requiring investigation.
- The customer requests an exception to company policy.
- You cannot answer the request using your knowledge or available actions.
This gives the agent a clear decision boundary.
Tell the AI what happens after the handoff
The agent shouldn't continue acting like it is responsible for a conversation that has been transferred.
Define the intended behavior.
For example:
After assigning the conversation to a human,
do not continue attempting to resolve the issue yourself.
Human assignment vs AI transfer
Keep the distinction clear.
AI Agent → AI Agent
##transfer_agent## : 18
AI Agent → Human member
##assign_human_member## : 335
AI Agent → Human role
##assign_human_role## : 3
Choose based on who should handle the next step.
A complete support handoff
Customer
↓
AI Support Agent
↓
Can AI resolve the issue?
↓
Yes → Answer
↓
No
↓
Add internal context
↓
Assign human support
↓
Human takes over
Common problems
Customer is assigned to the wrong person
Check the selected member ID and use autocomplete to choose the correct team member.
Customer is not reaching a human
Check:
The handoff condition.
Action configuration.
Team-role/member setup.
Whether the conversation actually meets the condition.
AI keeps replying after handoff
Review the handoff configuration and the agent's instructions around post-transfer behavior.
The goal of human handoff
Human handoff isn't a failure of AI.
It's part of good automation.
The AI handles the repetitive conversations.
The human handles the situations where judgment, empathy, approval or manual intervention adds value.
A good system knows the difference.