---
title: "Human handover"
description: "Human handover is the transfer of a conversation from a chatbot or AI agent to a human agent, together with the conversation history and collected details, so the customer does not have to repeat themselves."
canonical: "https://omnichannels.ai/glossary/human-handover/"
language: "en"
updated: "2026-10-10"
publisher: "BroadNet Technologies"
brand: "OmniChannels.ai"
---

# Human handover

Canonical: https://omnichannels.ai/glossary/human-handover/
Language: en
Publisher: OmniChannels.ai by BroadNet Technologies

**Definition:** Human handover is the transfer of a conversation from a chatbot or AI agent to a human agent, together with the conversation history and collected details, so the customer does not have to repeat themselves.

Triggers include an explicit request ("talk to a person"), repeated failure to understand, negative sentiment, high-value or sensitive topics (complaints, payments, medical or legal questions), and business rules such as VIP customers.

A good handover passes context: the transcript, the customer's identity, the detected intent and any data already collected. It routes to the right queue or skill, tells the customer what happens next and how long it may take, and stops the bot from replying while a human owns the thread.

Outside office hours, say so clearly and offer a callback or a ticket instead of leaving the customer waiting. On WhatsApp, remember that free-form replies are only possible within the customer service window; if the agent replies later, an approved template is needed to reopen the conversation.

Track handover rate, time to first human reply and resolution after handover; a very high handover rate usually means the bot's scope is too broad.

OmniChannels.ai's chatbots and AI agents (via BroadNet AI) hand over to human agents in the Omni Inbox.

## Sources

- [Conversation Routing — Meta for Developers (Messenger Platform)](https://developers.facebook.com/docs/messenger-platform/conversation-routing)