Your handover rules determine what your AI Agent should do when it cannot fully resolve a customer query on its own. You can define if it should close the conversations or transfer them to a person on your team based on your availability.
Step 1: Access your AI Handover configuration
Go to Konvo AI > AI Persona > Handover to configure behavior when AI cannot resolve queries.
Step 2: Choose your AI Handover behavior
You can choose between two options for handover behaviors for when the AI Agent doesn't know how to fully resolve a customer query:
The AI Agent can close a conversation and guide the user to some other support channel, or
Transfer the conversation to the inbox for a human colleague to pick up
In either case, it's important to inform the customer about this to manage expectations effectively.
2.1. Close the conversation
This option makes sure your AI Agent automatically closes the conversation when it cannot resolve a question and sends a final message to the customer. This is ideal for companies operating 100% with AI and minimal or no human customer service, as it prevents accumulating conversations that no one will handle.
You can however write a message redirecting your clients to other support methods, or informing them of what topics we cannot answer.
How to configure it:
Select "Close conversation"
Configure a message that directs customers to other contact channels (email, form, etc.)
2.2. Transfer to a human agent
This option makes sure the AI Agent transfers the conversation to the "Open Conversations" inbox where a team member can pick it up. This option is recommended for companies that have a human customer service team available to handle complex queries in Konvo, and it ensures even the most personalized and complex questions will always be resolved.
How to configure it:
Select "Transfer to a team member in the inbox"
Select different schedules that align with your team's availability to set up different handover messages
Configure a handover messages differentiated by schedule:
Business hours: "We're transferring you to a teammate"
After hours: "We'll respond tomorrow"
Weekends: "We'll respond on Monday"
❗Remember: In the handover message you should instruct the AI on how to structure the message so it has context, but you do not have to provide the exact text as if it were a template. Your Agent will take your guidelines and craft its own message like a human would!
💡 Key: Differentiated messages manage expectations correctly. "We'll respond in 5 minutes" during business hours vs "We'll respond tomorrow" after hours prevents frustrations.
Your handover is configured to manage transfers based on your availability.