Extensions

Human Handoff Setup

When a conversation needs a person, it reaches one, with the whole conversation passed across so nobody asks twice.

Nothing frustrates a customer more than an assistant that cannot pass them to a person. This add-on gives the conversational product you already run a proper live handoff. When someone asks for a human, or the question falls outside agreed scope, the conversation reaches your team with the transcript and summary attached. Out of hours, customers are told clearly what happens next.

Passes conversations to a person with full context
Tells customers what happens next outside working hours
Follows handoff rules you set and can change

$1,500 10–20 working days

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Wooden baton wrapped in a note passing between two stands, a conversation handed to a person with context.

What it is

Human Handoff Setup adds live-agent handoff to a conversational AI product you already run, or are buying now. When a customer asks for a person, or the conversation falls outside agreed scope, it passes to your team with the full conversation and context attached. Real handoffs to your team are tested before launch.

Why businesses buy it

An AI agent that traps customers in a loop damages trust faster than having no agent at all. Customers will accept automation when they know a person is one step away. A proper handoff passes the full conversation, so nobody has to repeat themselves and your team starts with the context. The written scope sets the triggers, who receives each handoff, the out-of-hours path and real tests with your team, so the step from AI to a person works on day one.

Problems this solves

Customers who want a person get stuck in a loop with the bot

This add-on lets the agent pass a conversation to your team when a customer asks for a person. The handoff happens inside the conversation, so the customer is not left guessing.

Staff picking up a chat have to ask the customer to repeat everything

Each handoff arrives with the full conversation and context attached. Your team can see what was said and what the agent tried, then carry on from there.

The agent tries to handle requests it should never touch

Handoff also triggers when a conversation falls outside the agreed scope. Real handoffs to your team are tested before launch, and the rules are written into the updated documentation.

Scope card SKU UPM-A0018

Human Handoff Setup

Everything this build includes, written down before you pay. Choose how you want it, own the code or license it yearly, then the delivery speed and any add-ons.

$1,500 one-time build price

What is included

Channel: As per the parent product
Integrations: As described in the add-on
Knowledge: As per the parent product
Workflows: Adds live-agent handoff with full conversation context
Languages: As per the parent product
Testing: Tested together with the parent product
Revisions: 1 round
Handoff: Written handover report
Support: 14 days after launch

A good fit if

Customers sometimes need a person, and today they are told to call or email instead.

Your team repeats questions the AI already asked, because nothing came across.

You know when a person should step in: certain topics, upset customers, or a direct request.

Someone is available in working hours to pick up handed-off conversations.

Not the right fit if

You want tickets checked for escalation and packaged for the next tier, not live chats handed over. AI Escalation Agent does that.

You want human agents helped with suggested replies after they take over. AI Support Copilot drafts replies inside the helpdesk.

You want a person to approve actions before they happen, not take over conversations. Approval Workflow Layer adds approvals.

Your product is not conversational. Handoff only applies to voice, messaging, chat and action agents.

How it works

Handoff rules are agreed. Which requests, topics or signals pass a conversation to a person.
Destinations are set. Who receives each type of handoff, through your helpdesk, inbox, phone line or chat tool.
Context travels with it. The transcript, a short summary and what the customer wants go across with the handoff.
Out-of-hours is handled. If nobody is available, the customer is told what happens next and a message is taken.
Handoffs are tested with the parent product, then reviewed by you with one revision round.

What you provide within 72 hours

Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.

The order reference of the agent getting handoff
The situations that should trigger a handoff
Who receives handoffs, and through which tool or number
Your working hours and what customers should hear out of hours
Access to the receiving tool, shared securely in the way we agree at intake
One person who approves the handoff rules

The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.

Timeline

Start Handoff triggers and destinations listed

Week 1 Rules and out-of-hours wording agreed

Week 2 Handoff and context transfer built

Week 2 Test conversations handed to your team

Week 2 Your review and one revision round

Go-live Handoff live, walkthrough recorded

Delivery options, in working days (Monday to Friday) from completed intake. They can extend because of national or public holidays, technical issues outside our control (such as platform outages, third-party changes, account approvals or access delays), or natural disasters and other events beyond our control. If a delay happens, we tell you in writing with a new date.
Option	Delivery time	Price
Standard	10–20 working days	$1,500

What you receive at handover

Live-agent handoff added to your existing conversational product
Handoff rules covering customer requests and out-of-scope conversations
Updated documentation explaining when and how handoffs happen
A test report from real handoffs to your team
A handoff note and a short written walkthrough

Expected benefits and how to measure them

Helps customers reach a person when they need one
Can save staff time by passing context along with each conversation
Makes it easier to keep the agent inside safe limits

Handoff volume: Count handoffs each week from the product's logs and watch for sudden changes.
Time to first human reply: Measure the gap between handoff and your team's first reply, using timestamps in the conversation log.
Customers repeating themselves: Sample handed-off conversations each month and note how often staff had to ask for details again.

Before you start: Before launch, note how customers currently reach a person and roughly how long they wait. Keep a few example complaints about being stuck.

These are things to track, not promised results. Outcomes depend on your data, your team and your market.

Running costs

Handoff adds no fee from us. The receiving tool, such as your helpdesk, chat tool or telephony account, is billed as now, and any AI usage for summaries stays in your own accounts.

Ask about running costs

Custom requirements

Routing across several teams by skill, queue positions shown to customers, or handoff into a tool with no API are beyond this add-on. Add a note at checkout for a written Change Quote. Larger or bespoke projects go through the Custom AI request form instead.

Request a custom version

Keep it running

Handoff rules are covered by the parent product's maintenance, which grows in line with the add-on's price. Changing who receives a handoff, or adding a new trigger, uses its monthly change hours.

Adds $75/mo to maintenance

Covered by the main product's maintenance, which grows by this amount.

How maintenance works

How this compares

	Do it yourself with a SaaS tool	Hire a custom agency	Upmark Labs
Price	A live chat seat bills monthly per agent	An agency quotes handoff as part of a bot	Ours is one fixed price, shown before you buy
Context	A transcript link, if anything	Depends on the brief	Ours passes the transcript, a summary and the customer's request
Out of hours	The chat goes quiet	Depends on the brief	Ours tells the customer what happens next and takes a message
Testing	Left to you	Set per project	Ours tests real handoffs to your team

Questions about this product

Where do handed-off conversations go?

To the place your team already works: a helpdesk, a shared inbox, a phone number or a chat tool, agreed during intake. Different topics can go to different people. The conversation arrives with its transcript and a short summary, so your team can reply without asking the customer to repeat anything.

When does the AI decide to hand over?

On the rules you approve. Common triggers are a direct request for a person, topics you mark as sensitive, a question outside the agreed scope, or the same question failing twice. We test each trigger with the parent product before launch, and you can change the rules later.

What does the customer see when nobody is available?

They are told plainly that a person will reply, and when, based on your working hours. The agent takes their details and the message, and the handoff waits for your team. Customers are not left in a silent chat or an unanswered call.

Can Human Handoff Setup be delivered together with a new agent?

Yes. It can be ordered alongside the agent and then follows its delivery speed, because the two are tested together. If the agent is already live, handoff is added once intake is complete. Faster speeds are available, each with a fixed price and date shown before you pay, and the handoff tests involve your own team members.

Does handoff work on every channel the agent uses?

Yes, within the channels the agent already runs on, such as web chat, WhatsApp, email or phone. The destination may differ by channel; a phone call might transfer to a number while a chat goes to your helpdesk. We agree that per channel at intake.

Can my team hand the conversation back to the AI?

Not as part of this add-on. Once a person takes over, the conversation stays with them until it is closed. If handing back is important to how you work, describe it in the custom requirements note at checkout for a written Change Quote.

Make the step from AI to a person feel like one conversation.

Add Human Handoff Setup and conversations that need a person reach your team with the transcript and summary attached, including a clear out-of-hours path.

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