The AI handles the volume. You step in when it matters.
Hand a conversation from the AI to a human when needed — triggered by the agent or an admin. The AI stops responding until manually reactivated.
Set up human handoffNo AI agent handles everything. Complex cases, unhappy customers, situations that require human judgment — in those moments, a human needs to step in without friction. SquadOS has two handoff mechanisms: the agent itself can trigger the handoff when it recognizes the case warrants it, or an admin can intervene manually at any time. In both cases, the AI pauses immediately and the human replies directly in the conversation.
Agent-triggered handoff
The agent calls the Human Handoff tool when the user asks for a human or when the case warrants it. SquadOS disables the AI on the conversation (ai_enabled=false) and optionally fires a webhook to notify your team.
Admin-triggered manual intervention
An admin clicks "Intervir" in the Conversations panel to pause the AI and reply directly to the user. The user sees the messages as if they were from the agent — no experience disruption.
Simple one-click reactivation
When the human interaction is done, click "Devolver ao Agente" to reactivate the AI. It resumes the conversation from the accumulated context.
Conversation states: Open, Human, Completed
Each conversation has a clear state. "Human" means the AI is paused and a human is in control. The "Finish Conversation" tool marks the conversation as resolved — and it reopens automatically if the user sends a new message.
How it works
Two paths to transfer control — via the agent or via an admin — and one click to hand back.
The handoff is triggered (by the agent or by an admin)
Via agent: the agent detects the case requires human support and calls the Human Handoff tool. Via admin: an admin clicks "Intervir" in the Conversations panel.
The AI pauses and the human takes over
The AI stops responding immediately. If configured, a webhook fires to notify the team. The human replies directly in the Conversations panel — the user sees the messages as if they were from the agent.
The admin hands back to the agent when ready
Click "Devolver ao Agente" to reactivate the AI. It resumes the conversation with the full history and context preserved.
Frequently asked questions
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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.
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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.
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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.
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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
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AgentMaker
Say what the agent needs to do and AgentMaker sets everything up: prompt, model, tools, knowledge base, and channels. No AI expertise required.
Stay in control when AI isn't enough
Step into any conversation with one click — and hand it back to the agent whenever you're ready.
Start for freeTwo handoff mechanisms. Optional webhook. Simple reactivation.