Human handover

Triggers

• The customer uses a handover keyword.
• The reply's confidence is below the threshold.
• A guardrail fires (banned topic, no grounded answer).
• A tool call fails (optional).
• The agent has sent max AI replies without resolution.
• The model itself calls handover_to_human.

What happens

1. The customer receives the configured handover message.
2. The case is routed to the handover queue and assigned by its strategy.
3. An internal system note summarises the reason, confidence and tool calls.
4. The case is tagged ai-handover; the linked ticket becomes HIGH priority.
5. ai.handover is published for automations and webhooks.

After a handover the agent stays quiet on that conversation until someone presses Hand back to Parrot in the inbox, or the customer writes again after the case was closed.

Taking over yourself

You do not have to wait for the agent to give up. Press Take over at the top of any case the agent is answering — when you know this customer, or can see a sale going the wrong way — and:

• the agent stops replying on that case straight away, including a reply it

was in the middle of writing;

• the case is assigned to you;
• an internal note records who took over.

Replying without pressing it also holds the agent back, but only for ten minutes after your last message — after that it answers again. Take over lasts until you press Hand back to Parrot.

A case you took over is not counted as an AI handover in the dashboards, and it does not appear in the notification bell as waiting for somebody — you already have it.