AI Agent handover
Included with the AI agentIt 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 agentIncluded 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.
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
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Jeppe Kornum
Head of Customer Service · Rito
From a Herodesk customer
€25,000
saved on return handling
Read the customer story“Herodesk reduced returns, improved our workflows and saved Rito significant costs”















































































