Human handover

Triggers

• The customer uses a handover keyword.
• The reply's confidence is below the threshold.
• A guardrail fires (banned topic, no grounded answer).
• A tool call fails (optional).
• The agent has sent max AI replies without resolution.
• The model itself calls handover_to_human.

What happens

1. The customer receives the configured handover message.
2. The case is routed to the handover queue and assigned by its strategy.
3. An internal system note summarises the reason, confidence and tool calls.
4. The case is tagged ai-handover; the linked ticket becomes HIGH priority.
5. ai.handover is published for automations and webhooks.

After a handover the agent stays quiet on that conversation until a human reopens AI handling.