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Human handoff

Objective. Route a customer to a teammate in the operations inbox without losing the conversation that led there.

Prerequisites

  • A bot flow with a point where a human should take over.
  • A workspace teammate who can claim and reply to tickets in the operations inbox.
  • A published version of the flow for live customer handoffs.

Place the handoff node in the flow

  1. 1Add a Human handoff node at the point where automated replies should stop. Configure its acknowledgement explicitly when this path needs a specific transition message. Its handback message falls back to the bot-level default when blank.
  2. 2Connect the node’s out edge to the first automated step that should run after the teammate resolves the ticket. That edge is the resume point for a node-based handoff.
  3. 3Publish the flow version that contains the handoff node before expecting a live customer to create a ticket.

Work the ticket in Operations

  1. 1When a customer reaches the node, Fluenta sends the configured acknowledgement when one exists, parks the bot session, and opens a ticket for that conversation. While the ticket is active, incoming customer messages bypass the bot.
  2. 2Open Operations and use the ticket inbox. The active and resolved queues show the contact, ticket status, assignee, message preview, and recent activity.
  3. 3Select a ticket to see the conversation transcript. The ticket is tied to the same conversation, so the customer and bot context carries into the agent workspace.
  4. 4Choose Take over to claim an open ticket, then reply from the transcript. A ticket must be assigned to you before you can send a reply or resolve it.

Resolve and return control to the bot

  1. 1When the human work is complete, choose Resolve & hand back. Fluenta resolves the ticket and queues the captured handback message or the bot-level fallback.
  2. 2For a handoff node, Fluenta resumes the parked session through that node’s out edge, so the customer returns to the intentional next bot step rather than a new conversation path.
  3. 3Open Analytics to monitor the Handoff rate. It shows distinct ticket conversations divided by conversations in the selected cohort, with ticket counts split by node, keyword, and manual escalation reasons.
Expected result. A live escalation appears as an active ticket with its conversation context, a teammate can resolve it, and the bot resumes from the connected post-handoff path.

Troubleshooting

A customer reached the flow but no ticket appears
Confirm that the published path actually reaches the Human handoff node, then check the Active queue rather than the resolved queue. A ticket opens only when a live conversation reaches the handoff path.
An agent cannot reply
Claim the ticket with Take over first. For WhatsApp, a closed service window switches the inbox from free-form replies to the approved-template picker.
The bot did not resume after the agent finished
Resolve the ticket with Resolve & hand back and make sure the handoff node has an out edge to the intended next node.
The handoff rate looks unexpected
Check the selected date range. The rate uses distinct conversations with tickets opened in that range over conversations that started in the selected cohort, so it is not a count of individual agent messages.

Related guides

Knowledge basesLet customers ask questions against your approved documents instead of a menu.Test a flowWalk every branch in the simulator before a real contact ever sees the bot.Analytics and funnelsFind the node where conversations stall, then fix it.