How to hand AI conversations off to a human
Set escalation rules so a Solveo AI agent shows Talk to a human and places the conversation in the Live Chat queue.
Do this in order
Open live chat escalation settings
In the dashboard, open the agent and go to the live chat / escalation settings documented at /docs/live-chat.
Add an escalation rule
Create a rule using a documented trigger: negative sentiment, keyword match, message count, low confidence, intent, or outside business hours.
Confirm the Talk to a human handoff
When a rule fires, the agent shows a Talk to a human button or stops and creates a handoff. The conversation appears under Live Chat → Queue.
Reply from the team queue
A human teammate opens Live Chat → Queue, takes the conversation, and replies. The customer stays in the same thread.
Not every conversation should stay with the AI agent. Escalation rules decide when the customer sees Talk to a human and when the thread moves to your team.
See Live Chat & Escalation for every trigger and the queue workflow.
Common questions
What can trigger a human handoff?
Where do handed-off conversations go?
Put the steps into practice
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