Handover to Human Agent

Updated in 2026.19

Description

The Handover to Human Agent Node enables AI Agents to pass on conversations to human agents in contact centers. This Node is useful when your AI Agent is unable to handle the complexity of the inquiry or when a human touch is necessary to address sensitive issues or provide personalized assistance. Besides adding this Node to the Flow, create a handover provider and an Endpoint and set up the connection to your contact center. Alternatively, you can use a Question Node to trigger the handover process either when a specific Intent is detected or when the AI Agent misunderstands the user’s input.

Handover Process

The handover process contains the following steps:

Identifying Edge Cases. When a user request is too specific for the AI Agent, it can suggest forwarding the user to a human agent without changing channels.
Integration with Agent Handover. Once the Handover to Human Agent Node is triggered, it sends a handover request to the contact center configured in the selected handover provider, allowing a human agent to take over the conversation.
Flow Pausing and Resumption. When a handover is initiated, the Flow pauses until the end user cancels the request or an agent finishes the conversation. Upon completion, the Flow resumes execution below the Handover to Human Agent Node.
Handover Status. The handover status can be:
- completed — the agent finished the Handover.
- cancelled — the user canceled the request.
- error — an error occurred during the Handover.
The object that is exposed has the following structure:
{ "handover": { "status": "completed" } }
In case of an error status, the handover object is extended to contain additional information:
{ "handover": { "status": "completed", "error": { "reason": "unsupported", "message": "" } } }

In case a channel doesn’t support handover, the error reason is marked as unsupported. However, if there is an issue when contacting the handover provider, the error reason is marked as error. Use the Handover Status Token to access handover status in Flow.

Handover Status

To configure the AI Agent’s behavior based on the handover status, use a Lookup Node to handle different outcomes. Select the Handover Status option in the Lookup Node settings.

Handover Providers

For a list of supported Handover services, refer to the Handover Providers Overview documentation.

Parameters

Parameter	Type	Description
Handover Provider	List	Select a handover provider that you previously created in Deploy > Handover Providers. A section with handover provider-specific settings appears. Configure the handover accordingly: Live Agent Salesforce Salesforce MIAW NiCE CXone Genesys Cloud Open Messaging or Genesys Cloud Guest Chat 8x8 RingCentral Engage
Handover Accepted Message	CognigyScript	The message to be outputted when the handover is requested.
Repeat Handover Accepted Message	Toggle	Enable to repeatedly output the Handover Accepted Message if the user sends a message while waiting in the queue for an agent.

Cancel Handover Options

Parameter	Type	Description
Cancel Intent	CognigyScript	The Intent the user has to trigger to cancel the Handover request.
Cancel Button Text	CognigyScript	The text for a quick reply button that cancels the Handover request when clicked.

On Resolve Options

Parameter	Type	Description
Flow Continuation	Selector	Controls where the Flow continues after the human agent leaves the conversation. When the user needs assistance completing the Flow with the AI Agent, the conversation is handed over to a human agent. The human agent can trigger the Flow by sending a `/bot` command as a reply in the conversation interface. For example, the user enters their date of birth in an incorrect format, and the AI Agent can’t process the response. The conversation is handed over to a human agent, who identifies the incorrect format and sends the corrected date using `/bot MM/DD/YYYY`. The AI Agent takes over and continues the Flow. You can select one of the following options to determine where the Flow continues: Below this Node — the Flow continues from the first Node below the Human Agent Node, regardless of where the human agent stopped assisting the user. This option is selected by default. At current AgentInject Entrypoint — the Flow continues from the Node where the human agent stopped assisting the user.
Send resolve event to Virtual Agent	Toggle	Controls whether the Flow receives the `conversation_status_changed` event with the status set to `resolved`. This parameter is activated by default. When the parameter is activated, the event is sent when the human agent leaves the conversation. As a result, the Flow continues immediately, without waiting for the user to send another message. If the Lookup Case Node is configured with Handover Status set to Completed, the Node can detect the completed handover and continue the Flow. When the parameter is deactivated, the event isn’t sent when the human agent leaves the conversation. The Flow continues after the user sends their next message.

Event Settings

Parameter	Type	Description
Send Queue Event	Toggle	Sends an event to the Flow once the Handover is queued.
Send Active Event	Toggle	Sends an event to the Flow once the Handover is active.

Overview

AI Agents

Human Escalation

Platform Features

For Developers

Administration and Installation

Description

Handover Process

Handover Status

Handover Providers

Parameters

More Information

​Description

​Handover Process

​Handover Status

​Handover Providers

​Parameters

​More Information

Description

Handover Process

Handover Status

Handover Providers

Parameters

More Information