Does the user know they're talking to a human after the handoff?

Not necessarily. SquadOS displays the human's messages as if they were from the agent — the user's experience remains seamless. If you want to inform the user, you can do so manually in your first reply.

How does the agent know when to trigger the handoff?

You configure in the agent's prompt the situations in which it should call the Human Handoff tool — for example, when the user asks for a human, when the agent can't answer, or when the order value is above a threshold. AgentMaker can suggest these rules automatically.

Can I be notified via webhook when the handoff is triggered?

Yes. When configuring the Human Handoff tool, you can set a webhook URL. SquadOS sends the conversation data to that URL at the moment of handoff, allowing your system to create a ticket, notify a Slack channel, or take any other action.

What happens if the user sends a message after the conversation was marked as completed?

The conversation reopens automatically and the AI agent resumes. No manual action is needed to reactivate — the user's next message already restarts the flow.

Human control when you need it

AI handles the volume. Humans step in at the right moment.

Configure when the agent should stop, notify the team, and hand over the conversation. An admin can also intervene manually at any time.

Set up human handoff

In practice

What changes in the operation

A good agent is not one that answers everything; it is one that knows when to stop. Human Handoff creates that operational limit. The agent itself can call the tool when it detects a complaint, urgency, exception, or request for human support. An admin can also take over directly in the panel. In both cases, the AI pauses and only returns when someone hands the conversation back to the agent.

Handoff triggered by the agent itself

When the prompt defines that the situation requires a human, the agent calls the tool, pauses AI in the conversation, and can fire a webhook to your team.

Manual intervention from the panel

An admin can click “Intervene” in any conversation, pause the agent, and reply directly without switching tools.

Controlled handback to the agent

When the human is done, “Hand back to Agent” reactivates AI with the preserved history so the flow can continue.

Clear conversation states

Open, Human, and Completed make it clear who is replying. If the user returns after completion, the conversation reopens.

Human Handoff

How it works

The conversation leaves AI, enters human control, and returns to the agent when it makes sense.

The handoff is triggered

It can happen through an agent rule or direct admin action in the Conversations panel.

AI actually pauses

The agent stops replying in that conversation. If configured, a webhook notifies the responsible team.

The human hands back when done

After resolving the exception, the admin reactivates AI with the conversation context preserved.

Frequently asked questions

Does the user know they're talking to a human after the handoff?

Not necessarily. SquadOS displays the human's messages as if they were from the agent — the user's experience remains seamless. If you want to inform the user, you can do so manually in your first reply.
How does the agent know when to trigger the handoff?

You configure in the agent's prompt the situations in which it should call the Human Handoff tool — for example, when the user asks for a human, when the agent can't answer, or when the order value is above a threshold. AgentMaker can suggest these rules automatically.
Can I be notified via webhook when the handoff is triggered?

Yes. When configuring the Human Handoff tool, you can set a webhook URL. SquadOS sends the conversation data to that URL at the moment of handoff, allowing your system to create a ticket, notify a Slack channel, or take any other action.
What happens if the user sends a message after the conversation was marked as completed?

The conversation reopens automatically and the AI agent resumes. No manual action is needed to reactivate — the user's next message already restarts the flow.

Related features

External Integrations

Connect the same agent to official or QR-based WhatsApp, Instagram, Telegram, website widget, APIs, and external tools without rebuilding rules per channel.

AgentMaker

Explain the agent's job in plain language. AgentMaker structures the prompt, model, tools, base, and channels for you to review and publish.

Give AI scale without losing human control

Configure handoff for complaints, urgency, exceptions, and any conversation that needs judgment.

Start for free

Two handoff mechanisms. Optional webhook. Simple reactivation.