> ## Documentation Index
> Fetch the complete documentation index at: https://help.eazybe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Human Handoff

> Transferring chatbot conversations to team members

## Overview

Human handoff ensures customers can always reach a real person when the chatbot can't help.

## When to Handoff

* Customer explicitly asks for human
* Bot can't understand query
* High-value customer
* Negative sentiment detected

## Configuring Handoff

1. Add **Handoff Node** to flow
2. Set notification message
3. Choose assignment rule

## Smart Routing

Route to specific team members based on:

| Rule           | Routes To       |
| -------------- | --------------- |
| Topic: Sales   | Sales team      |
| Topic: Support | Support team    |
| VIP Customer   | Account manager |

## Best Practices

* Set clear expectations on wait time
* Provide context to the human agent
* Allow customers to request handoff anytime
* Send confirmation of handoff