---
doc_version: "1.0.0"
last_updated: "2026-07-14T15:00:57.718Z"
title: "How to Enable Human Handoff"
description: "Configure ChatbotIQ to transfer conversations from the AI bot to a live support agent when the bot can't help or the user requests it."
keywords: [human handoff, live agent, escalation, customer support, ChatbotIQ]
---

Human handoff lets your bot transfer a conversation to a live support agent. When the bot can't answer a question (or when the user simply prefers talking to a person) the conversation is escalated.

---

## Enable handoff

You can enable handoff during bot creation (in the **Support** step of the wizard) or afterwards:

1. Open your bot settings (gear icon in the Playground, or **Edit** on the Bots page).
2. Go to the **Support** tab.
3. Toggle **Enable human handoff** to ON.

---

## Configure handoff behavior

### Trigger mode

Choose when handoff is offered:

| Trigger | Behavior |
|---------|----------|
| **Button** | A "Talk to a person" button appears in the widget. The user clicks it to request a human. |
| **Auto** | The bot automatically detects when it can't help and offers to escalate. |
| **Both** | The button is always available, and the bot can also auto-escalate. |

### Offline message

Set a message for when no agents are available:

> "Our team is currently offline. Leave your email and we'll get back to you within 24 hours."

If you don't set one, a default message is shown.

### Agent label

Set a display name for the human agent (e.g., "Support Agent" or "Sarah from Support"). This appears in the chat when a human takes over.

### Agent availability

Toggle **Agents Available** to indicate whether your team is currently online:

- **ON** - handoff is available. Users can connect to a live agent.
- **OFF** - handoff shows the offline message instead.

> **Tip:** Toggle this based on your support hours. Turn it on when agents are working, off when they're not.

---

## How it works for users

1. The user chats with the AI bot normally.
2. When handoff is triggered (by button click or auto-detection), the conversation is marked as **Escalated**.
3. The user sees the offline message or a confirmation that an agent will join.
4. The conversation appears in your **Conversations** page with an "Escalated" status for your team to respond.

---

## Related

- [Bot Settings Reference](/reference/bot-settings/) - all handoff settings
- [Review Conversations](/how-to/review-conversations/) - see escalated conversations
- [Set Up a Customer Support Bot](/tutorials/build-a-customer-support-bot/) - full support bot tutorial

## Sitemap

Full documentation index: [sitemap.md](/sitemap.md) and [llms.txt](/llms.txt).