# How to Set Up AI Chatbot Human Handoff

Source: https://insertchat.com/blog/set-up-human-handoff

> Plan human handoff for your InsertChat AI assistant. Configure escalation topics, preserve conversation context, and test team review before going live.

Author: InsertChat Team

Published: 2026-09-14

Updated: 2026-09-22

Human handoff lets your team continue a conversation that the AI assistant should not resolve alone. Plan the trigger, the customer message, and the teammate’s next step, then test the entire flow.

## Decide when a person should step in

Start with situations your team already escalates: complaints, unusual requests, missing information, or decisions that need someone’s judgment. Include customers who explicitly ask for a person.

Configure the assistant’s handoff topics and message. A useful message explains that the team needs to review the request and what happens next. Avoid promising a response time your team cannot meet, especially outside your opening hours.

## Keep the conversation and context available

In the [shared inbox](https://insertchat.com/product/inbox), a teammate should be able to see what the customer asked, what the assistant answered, and the details already collected.

Use internal notes for information intended for teammates. Keep those notes separate from customer-facing replies. Categories and tags help organize requests, while saved replies can support consistent responses without losing the customer’s specific question.

Review the [contact record](https://insertchat.com/product/crm) for relevant history and appointments before continuing the conversation.

## Separate human handoff from action approval

A conversation may need a person to reply. A tool action may need a person to authorize it. Check both parts of the workflow.

For example, a customer can receive an answer about your booking process while a calendar action still waits for approval. Review Today and the relevant action details to find work that needs a decision. See [actions and approvals](https://insertchat.com/product/automations) for how connected tools fit into the workspace.

Choose which supported actions can run automatically and which should wait for review. Test the permissions for each connected tool before relying on the workflow.

## Run a handoff test

Use the channel your customers will use and work through these checks:

1. Ask a question that should trigger a handoff.
2. Read the assistant’s message and check that it explains the next step accurately.
3. Find the request in the inbox and confirm the conversation state.
4. Check that the teammate can see the history and collected details, then continue the reply.
5. If a tool action is pending, review it separately and confirm its outcome.

Repeat with a request outside business hours and a question missing from your knowledge sources. Update the instructions or [business knowledge](https://insertchat.com/blog/prepare-your-assistants-knowledge) when the result is unclear.

[Explore the InsertChat demo](https://insertchat.com/demo) for sample conversations and actions, or return to the [channel setup guide](https://insertchat.com/blog/connect-your-first-channel) before going live.