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Human Agent

Escalate a conversation to a human. Route messages to a configured channel and (optionally) resume the bot afterward.

When to use

  • Low confidence, high risk, or sensitive requests.
  • Billing, legal, medical, or account-specific issues.
  • User explicitly asks for a person: "human", "agent", "support".

What it does

  • Packages context (recent messages + key fields) into a handoff payload.
  • Sends it to the configured Channel ID (e.g., Slack, Inbox, CRM).
  • Pauses or waits until the human marks it resolved (depending on your setup).
  • Emits a status you can use for routing (queued, assigned, resolved, failed).

Fields

Field Description Example
Node ID * Unique identifier for this node in the flow. HumanAgentNode_5
CRM Provider Config Channel ID * Defines which CRM or channel integration to use for the handover. The selected configuration determines where the conversation will be transferred (e.g., Twilio, Zendesk, Intercom, etc.). twilio_human_transfer_demo (conversation_flow)

Backend Status: The human handover functionality is fully supported on the backend, and the conversation transfer works correctly through existing CRM connectors. However, frontend configuration for channel setup (e.g., adding or editing channels) is not yet available in the Flow Designer interface. For now, channels must be configured manually or via backend deployment.