Overview
When a handover is triggered, Fliqr AI moves the conversation into the Live Inbox, where a team member can take over. The customer sees the same chat thread — the transition is invisible to them. Once the team member resolves the conversation, they can return control to the automation. Handover can be triggered in several ways: the customer explicitly asks for a human, your AI Agent detects that it cannot help, a Flow action routes to an agent, or a team member manually claims a conversation.Prerequisites
- Live Inbox enabled on your account — go to Settings → Inbox → Enable Live Inbox
- At least one team member assigned to the inbox
- An AI Agent or Flow you want to configure handover for — see AI Providers
Handover Triggers
Set Up Human Handover
1
Enable the Live Inbox
Go to Settings → Inbox → Enable Live Inbox. Toggle it on and confirm.
2
Assign team members
Under Settings → Inbox → Team Members, add the team members who will handle live conversations. Each member receives inbox notifications when a conversation is assigned to them.
3
Add a Handover block in your Flow or Agent
In your Flow Builder, drag a Handover to Agent block into your flow at the point where you want to offer live support. Connect it from the appropriate trigger — a keyword match, a button tap, or an AI signal output.In an AI Agent, you configure the handover signal in the system prompt (see below).
4
Configure the unavailable message
In the Handover block settings, enter a message to send when no team member is available. This message displays immediately if all agents are offline or at capacity.Example: “All our agents are currently helping other customers. We’ll get back to you within 2 hours.”
5
Test the handover
Trigger the handover condition in a test conversation and confirm the conversation appears in the Live Inbox with the correct status.
Configuring Handover in an AI Agent
For AI Agents, the recommended approach is to have the agent signal handover intent through a structured JSON response, which Fliqr AI then acts on. Add the following instruction to your system prompt:handover action to the Handover to Agent block. When the agent returns {"action": "handover"}, Fliqr AI routes the conversation to the Live Inbox automatically.
The customer sees no interruption in the chat thread. The conversation continues in the same window — only the handling side changes. Fliqr AI does not display a “transferred to agent” system message unless you add a text block before the Handover block in your Flow.
Returning Conversations to Automation
After a live agent resolves a conversation, they can click Return to Bot in the Live Inbox. This re-enables automation for that contact, and the next message they send will be handled by your Flow or AI Agent as normal. Team members can also mark a conversation as Resolved to close it without returning to automation.Managing Agent Capacity
When an agent reaches their capacity limit, new handover requests are queued. The customer receives your unavailable message and waits for an assignment. You can configure queue behavior — first available, round robin, or skills-based routing — under Settings → Inbox → Assignment Rules.Tracking Handover Performance
Monitor how often handover is triggered and how quickly agents respond in Analytics → Inbox. Key metrics to watch:- Handover rate — the percentage of AI conversations that escalate to a human. A high rate may indicate gaps in your knowledge base or system prompt.
- First response time — how long customers wait after handover before a team member replies.
- Resolution time — time from handover to conversation marked resolved.
What’s Next
Pipelines
Organize conversations by stage and route them automatically based on status.
Conversation Analytics
Measure AI containment rates, handover frequency, and agent response times.