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Handoff node

A Handoff node assigns the conversation to a teammate and signals that the AI should step back.

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Targets

Target typeUse when
UserYou want this specific person (e.g. account manager for a VIP)
TeamYou want any member of a team (e.g. Senior support)
Round-robin within specialtyYou want even distribution across everyone with a specialty

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Reason

Add a short reason (“VIP customer”, “Complex billing issue”). It’s shown to the assignee in the conversation header so they know why it landed with them.

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What handoff actually does

  • Assigns the conversation to the chosen teammate / team.
  • Stops the AI from replying (you can hand back manually).
  • Sends a desktop notification to the assignee.
  • Clears the AI’s “responding” indicator in the widget.

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Let the AI continue after a human

If a teammate resolves the issue and the customer asks a follow-up later, the AI takes over again once the conversation goes back to an unassigned state (Unassign from the header).

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Resolve node

A Resolve node closes the conversation — optional at the end of any flow.

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Configure

  • Resolution type — resolved / no action needed / duplicate / spam
  • CSAT enabled — send the one-tap survey after resolving
  • CSAT delay — in seconds (e.g. 30s so the customer doesn’t feel rushed)

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CSAT

When enabled, the customer sees a 👍 / 😐 / 👎 prompt right after resolution. Results appear on the conversation and in Analytics. CSAT is only sent through the same channel the conversation was on. Email CSATs include a one-click link; webchat and messaging CSATs are inline buttons.

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Combining handoff and resolve

Rarely in the same flow — usually one or the other. But they do combine in one pattern: 
Trigger (message received)
  → Condition (intent equals "cancellation" AND sentiment equals "negative")
      ├── Yes → Handoff (retention team, reason "angry cancel")
      └── No  → (end)
…and a separate flow: 
Trigger (conversation resolved)
  → Resolve (csat_enabled: true, delay 30s)
The first escalates the right cases to humans; the second asks every resolved customer how it went.

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Important

  • A flow that does Handoff should not also send a Message right after — the human will, and two messages looks unprofessional. If you want a reassurance message, send it from the flow before the handoff.
  • Resolve is the actual close. If you only want to tag “resolved-by-ai” without closing, use an Action node with a tag — not a Resolve.