Set up human handoff

Human handoff in AI Assistant is opt-in. You turn it on in Governance, put people on the Inbox, decide how conversations are routed, and your mate offers a person only when one is there to answer. A teammate joins the same conversation; when they close it, your mate carries on. You measure it with customer ratings (CSAT) and the response targets (SLA) you set.

How your mate decides to hand off

• The customer asks for a person in their own words. Your mate recognizes the request for a person (request_human) and raises it, instead of muddling through.
• A connected system requires it: a refund above your limit, for example, hands the conversation over with the request attached.
• With handoff off, your mate never promises a person it cannot deliver. It answers, and says when it cannot help.

1. Turn it on

Open Console → Governance, switch on Human handoff, then publish. The Inbox goes live with it.

2. Staff the Inbox

The Inbox at Console → Inbox is the one place waiting conversations land.

1. Each teammate marks themselves available and sets a capacity.
2. A waiting conversation shows the full history the customer and your mate already built.
3. Claim it, reply in the same conversation — the customer sees a person answering.
4. Resolve it. The conversation returns to your mate.

3. Decide who gets each conversation

Pick one in Governance:

The automatic settings consider only teammates who are available and still have capacity. Every decision records how it was made, how many teammates were eligible, who was chosen, and their measured load — so an assignment can be checked and never faked.

4. Alert your team

• The Inbox in the app is where your team is told first. Live
• An assigned teammate is also reached on their linked browser or phone push and personal Telegram. Live
• Email, a workspace Telegram and webhooks are not switched on yet — Rolling out; follow the changelog.

We only mark an alert as reaching someone once an endpoint confirms it: each attempt is recorded as accepted or suppressed, so a silent gap is visible instead of assumed away.

5. Help your team answer

In the Inbox, AI Assist drafts a reply from the conversation so far. The teammate edits and sends it — a draft never goes out on its own.

6. Measure

• Customer ratings (CSAT) — after a conversation is resolved the customer gets a short survey; each survey takes one answer, ever.
• Response targets (SLA) and business hours — set targets so a waiting request is measured against your hours, not the clock.
• Insights — Console → Insights groups recurring escalations with links to the evidence.

Automate

The Inbox is scriptable from any MCP client connected with your own account (list_tenant_interventions, get_tenant_intervention, claim_tenant_intervention, reply_tenant_intervention, resolve_tenant_intervention). Connect once:

claude mcp add --transport http busymate-ai https://busymate.ai/mcp

Verify

1. As a customer, write "talk to a person". The chat shows the request is waiting; a row appears in the Inbox.
2. Claim it as a teammate and reply. The reply appears in the customer's conversation.
3. Resolve it. The customer's next message is answered by your mate.
4. Compare against the measured proof: Inbox proof, 2026-09-02 recorded takeover in 2,508 ms, reply in 1,291 ms and resolution in 796 ms.

Next

• Human handoff — how the handoff looks to the customer.
• Governance and models — where the switch lives.
• AI customer support with human handoff — the job this guide serves.