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AI Agent handover

Included with the AI agent

It knows when to stop.

The AI agent hands a conversation to a person when it hits an explicit handover, runs past the failed attempts you allow, or has promised the customer a human. Nothing is quietly dropped.

The problem

The bot that will not let go

Everyone has met the chatbot that keeps rephrasing the same unhelpful answer while the customer types "agent" for the fifth time. That experience costs more goodwill than the automation saves.

  • Customers trapped in a loop with no way out
  • "Talk to a human" ignored because nothing was listening for it
  • Conversations abandoned by the bot and never picked up
  • Complaints and edge cases handled by automation that cannot

Why teams love it

Automation with an exit

Handover is what makes automation safe to turn on: the guarantee that a person catches whatever AI should not handle.

Customers are never stuck
When the agent cannot resolve something, a person takes over rather than the conversation going in circles.
You set the patience
Decide how many failed attempts the agent gets before it hands over: tight or generous, your call.
Promises are kept
If the agent has told a customer a human will follow up, the handover happens automatically.
Nothing goes quiet
Handed-over conversations move to a pending-human state, so they are visibly waiting rather than lost.

What’s inside

Three ways out, one clear state

Handover triggers on the situations that actually matter, and leaves the conversation somewhere obvious.

Explicit handover
When a customer asks for a person, or the agent decides it should not continue, it hands over.
Failed-attempt threshold
Set how many unsuccessful attempts the agent may make before a person takes over.
Promised a human
If the agent has told the customer someone will get back to them, the handover is triggered.
Pending-human state
Handed-over conversations sit in their own state, so the team can see exactly what is waiting.
Full context preserved
Whoever picks it up reads the whole exchange, including everything the agent already tried.
Works with assignment and rules
Handed-over conversations can be routed, assigned and watched like any other.

Pricing

Included with the AI agent

Included with the AI agent

Handover comes with every AI agent, whatever Herodesk plan you are on. Conversations handed to a human are not billed as AI resolutions.

Included with every AI agent, on any Herodesk plan.

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Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

AI Agent handover: automation that knows its limits

The reason people distrust support chatbots is rarely that the answers are wrong: it is that there is no way out. A customer types "agent" five times while the bot rephrases the same unhelpful reply, and the goodwill lost is worth more than the automation saved. Herodesk’s AI agents hand a conversation to a person on three triggers: an explicit handover, passing a number of failed attempts that you set, or having already promised the customer a human.

Handed-over conversations move into a pending-human state, so they are visibly waiting in the shared inbox rather than quietly abandoned. Whoever picks one up reads the full exchange including everything the agent already tried, and the conversation can be assigned, routed and watched like any other. That is what makes autonomy safe to switch on: the failure mode is a person, not a loop.

AI Agent handover comes with every AI agent, whatever Herodesk plan you are on, used by webshops, B2B companies and SaaS companies across Europe. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for how AI resolutions are billed.

Give your team time back

Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Jeppe Kornum

Jeppe Kornum

Head of Customer Service · Rito

From a Herodesk customer

€25,000

saved on return handling

“Herodesk reduced returns, improved our workflows and saved Rito significant costs”

Read the customer story