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Transfer to Human — Human Handoff

How the automatic and manual human handoff works in UzzApp.

05/03/2026•5 min•Por Equipe Uzz.Ai
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Transfer to Human — Human Handoff

Human handoff is the process of transferring a conversation from the AI to a human agent. In UzzApp this can be done automatically (triggered by the AI) or manually (by an agent).

Automatic handoff triggers

  • Customer explicitly requests to talk to a human.
  • AI cannot resolve the issue after a set number of attempts.
  • Specific keyword detected (e.g., "cancel", "complaint", "refund").
  • Conversation value above a configured threshold.

How the handoff works

  1. 1AI detects the need for a human and sends a configured transfer message.
  2. 2Conversation status changes to "Pending".
  3. 3Team members receive a notification (push + email, if configured).
  4. 4Agent opens the conversation — full history is visible.
  5. 5Agent responds manually. AI is temporarily paused.
  6. 6After resolution, agent marks as "Resolved" or activates AI again.

Configuring the handoff message

You can customize the message the AI sends when it initiates the handoff. Go to: Settings → Agents → Handoff Message. Example: "I am transferring you to one of our specialists. They will respond shortly."

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