> ## Documentation Index
> Fetch the complete documentation index at: https://fliqr.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Route Conversations to Live Agents with Human Handover
> Pause AI automation and transfer conversations to your team in the Live Inbox — triggered by keywords, AI signals, Flow actions, or manual takeover.
AI handles the majority of customer conversations at scale, but some situations require a person. A customer expressing frustration, a sale involving custom terms, or a complaint that needs empathy — these warrant a live team member. Human Handover pauses automation and routes the conversation to your team without interrupting the chat.
## 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](/docs/core-concepts/ai-agents/ai-providers)
## Handover Triggers
| Trigger | How it works |
| ----------------------------- | ------------------------------------------------------------------------ |
| **Explicit customer request** | Customer types a phrase like "speak to an agent" or "human please" |
| **AI confidence signal** | Agent returns a structured handover JSON signal in its response |
| **Keyword match** | Flow detects a keyword and routes to the Handover block |
| **Flow action** | An "Assign to Agent" block in any Flow triggers handover unconditionally |
| **Manual takeover** | A team member clicks **Take Over** in the Live Inbox |
## Set Up Human Handover
Go to **Settings → Inbox → Enable Live Inbox**. Toggle it on and confirm.
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.
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).
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."
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:
```json theme={null}
If the user asks to speak with a human agent, or if you are unable to help
with their request after one attempt, respond with exactly this JSON and nothing else:
{"action": "handover"}
```
Then, in the Agent settings under **Actions**, map the `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
Without a capacity limit, a surge in handover requests can assign dozens of conversations to each team member simultaneously, degrading response quality for everyone. Set a maximum concurrent conversation limit in **Settings → Inbox → Agent Capacity** to protect your team.
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**.
Set up an "away" message that includes an expected response time. Customers who know they will receive a reply within two hours are less likely to send follow-up messages, which reduces queue pressure. Configure this under **Settings → Inbox → Away Message**.
## 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
Organize conversations by stage and route them automatically based on status.
Measure AI containment rates, handover frequency, and agent response times.