Configure human handoff

Even a well-prepared assistant will reach moments when a visitor needs the team. Human handoff gives that visitor a clear form to leave contact details and gives your team a structured record to continue from.

You decide what the form asks for and whether a successful submission should also create a ticket or add a conversation category. This guide will help you prepare the whole path without promising more than the team can deliver.

In this article, you'll learn:

• How to configure the handoff form
• How to choose ticket and category actions
• How to save and test the visitor and team results
• What to check when routing does not look right

Configure the handoff form#

The form should collect enough information for a useful follow-up without making the visitor complete unnecessary fields.

1. Open Settings > General settings > Escalation.
2. In Human handoff, enter the visitor-facing Form title.
3. Keep Email as the required contact field.
4. Decide whether to collect Name and Phone.
5. Review the form preview.

Email remains required so the team has a way to continue the request. Add Name or Phone only when they are part of the actual follow-up process. A clear title such as Ask the team sets the expectation without promising when or how the team will respond.

Choose the follow-up actions#

The form captures the visitor's details. The follow-up actions decide how that submission should appear in the team's workflow.

Enable Create a ticket automatically when every handoff should become a trackable team task. The ticket uses the workspace's default assignment and normal priority.

Enable Add conversation to category and choose a category when handoffs should appear in a particular conversation view. The selected category is added without removing categories already associated with the conversation.

You can use either action or both. Choose the smallest workflow your team will consistently monitor.

Save and test#

Test handoff as a complete visitor-to-team journey. Opening the form is not enough; submit it and inspect the records it creates.

1. Select Save changes.
2. Reload the page and confirm the configuration persists.
3. Open the installed widget and ask for a person in a realistic conversation.
4. Submit the form with a test address.
5. Confirm the captured contact details.
6. If enabled, confirm the ticket and conversation category appear as expected.

Troubleshooting#

If the expected category is not available, return to the category settings and choose an enabled conversation category your team actively uses. If ticket ownership is wrong, review the workspace ticket defaults before repeating the same handoff test.

When the basic handoff is working, you can also offer visitor-controlled paths for a callback, meeting, or written inquiry.

For visitor-controlled callback, meeting, and inquiry paths, see Configure Contact Options. For form-based journeys inside automations, see Create and manage lead forms.