Choose the message customers get at human handover
Text Agents & InboxNewSep 28 – Oct 4, 2026
Choose what a customer receives when a text agent hands the chat to a person: nothing, a message you write, or a short notice the AI writes.
When a text agent hands a conversation to a person, you now decide what the customer receives at that moment. It is set in the agent's Transfer to a human action, and what the customer gets at handover comes from this setting, not from your prompt.
Choose the message
- Open your text agent's settings and go to Agent Actions.
- Open its Transfer to a human action, or create one with Add New Action.
- Under Message to the customer at handover, choose Silent, Fixed message or AI-generated.
- For Fixed message, write the text in Handover message. This field is required for that option.
- Check the Unavailability message, then save the action.
- Silent: the customer gets no message.
- Fixed message: exactly the text you write in Handover message.
- AI-generated: a short notice of one or two sentences that the AI writes, knowing whether an advisor was assigned.
What happens at handover
The AI stops answering as soon as it hands over, and the person continues the conversation in the Inbox. If no advisor is available, for example when nobody on the team is online, the AI still stops and the customer gets your Unavailability message. The conversation then waits for a person under Unassigned in the Inbox.
Check your existing agents
Transfer to a human actions created before this change start Silent: the customer gets no message at handover until you open the action and choose Fixed message or AI-generated.