Human Handoff

Know exactly when AI needs backup—and step in live.

Airgentic Human Handoff lets your team monitor customer conversations in real time, detect when attention is needed, and take over instantly without losing context. AI handles the routine. Humans step in when nuance, empathy, or judgment matters most.

The problem

Even strong AI needs an escalation path.

Some customers want reassurance from a real person
Some questions need human judgment, not just retrieval
Some conversations show frustration before they become complaints
Without live visibility, teams only discover failures after the moment has passed

If AI is customer-facing, handoff cannot be an afterthought.

The solution

Airgentic Human Handoff keeps humans in the loop without slowing down the AI.

Your team gets a live view of active conversations across services, with real-time updates and clear signals when intervention may be needed. Agents can monitor, claim a conversation, pause the AI, reply manually, and hand the conversation back when appropriate. The system supports three service modes: AI Only, Human-Supported AI, and Human Only.

Why it works

Live monitoring – active conversations update automatically without refreshing
Clear escalation signals – attention flags surface issues before they escalate
Instant take-over – pause the AI and reply as a human in the same thread
Flexible operating modes – choose where AI leads, where humans support, and where humans handle everything
No context switching – full transcript, agent info, message count, and customer location are visible in one place

How it works

Monitor live conversations
See active conversations across services in a real-time dashboard, including status, assigned agent type, conversation preview, timing, and message volume.
Spot conversations that need attention
Airgentic highlights chats when a customer gives a thumbs down, the AI fails to answer, negative sentiment is detected, or the customer explicitly asks for a human. These conversations are surfaced visually and counted in the “Needs Attention” summary.
Take over instantly
Open the conversation, claim it, and pause the AI. The customer is notified that a human agent has joined, and your agent can reply directly in the thread.
Resume or reassign when ready
Once the issue is resolved, resume the AI so it can continue from the next customer message, or release the paused conversation so another human can take it over.
Stay alerted without babysitting the screen
Toast notifications and audio alerts let your team know when a conversation requires attention, even if they are elsewhere in the admin console.

Service modes for every operational model

Human Handoff adapts to the way your team wants to work.

AI Only – the AI handles all conversations without intervention
Human-Supported AI – the AI leads, while agents can monitor, step in, and handle escalations
Human Only – automated responses are disabled until a human replies

This lets you run different services with different levels of autonomy, from full automation to full manual control.

Where Human Handoff shines

Customer service teams – intervene on frustrated or unresolved conversations before they turn into complaints
Local government – give residents a human path for sensitive or complex service enquiries
Technical support – step in when troubleshooting requires interpretation or reassurance
Sales conversations – rescue high-intent prospects when the AI reaches the edge of its scope
High-risk communications – keep humans close to conversations involving policy, exceptions, or unusual cases

What human agents can see

Each live conversation card gives enough context to act quickly:

Whether the AI is active or paused
Which specialist agent is handling the chat
The customer’s detected location
The opening question
Start time and message count

Inside the conversation panel, agents can review the full transcript with clear separation between user messages, AI responses, human messages, and system notifications.

Governance & control

Human Handoff is not just a chat inbox. It is controlled intervention.

Claiming controls – if another agent has already claimed a conversation, that is clearly shown
Explicit AI pause/resume – humans decide when the AI should stop and when it should continue
Mode-based control – set services to AI-led, human-supported, or human-only
Operational visibility – live counters show active conversations, items needing attention, and conversations currently paused for human handling

Example use cases

A customer asks for help, receives an unsatisfactory answer, and gives a thumbs down. The conversation is flagged instantly and a support agent steps in.
A resident asks a sensitive question about a council matter. The service runs in Human-Supported AI mode so staff can intervene whenever needed.
A technical troubleshooting conversation reaches an edge case. An agent takes over, resolves the issue, then resumes the AI for follow-up.
During a service disruption, a team sets a service to Human Only so all responses are handled manually until the incident passes.

The result

Human Handoff gives you the speed benefits of AI without giving up accountability, empathy, or operational control.

Customers get fast answers when AI can help, and real people when it matters. Your team gets a safer, more scalable way to run AI in production.

FAQs

Does Human Handoff require agents to refresh the page?
No. The Human Handoff screen maintains a live connection to the conversation server and updates automatically.

What triggers a handoff or attention flag?
A conversation can be flagged when the customer gives a thumbs down, the AI cannot answer, negative sentiment is detected, or the customer explicitly requests a human.

Can multiple agents try to take over the same conversation?
Yes, but once a conversation is claimed, other agents are shown that it is already owned and cannot take it over at the same time.

Can the AI resume after a human steps in?
Yes. An agent can resume the AI at any time, and the AI will continue from the next customer message.

Can we disable AI completely for a service?
Yes. Services can be set to Human Only, which disables automated responses until a human replies.

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