Introduction

Not every customer question can be answered by a bot especially when things get complicated. That’s where GEMSoftware’s new Human Handover feature comes in. Now, your AI assistant can automatically pass the conversation to a real person based on predefined triggers like “I want to talk to a human,” repeated failure to respond correctly, or missing information. No more customer frustration, no more lost leads.

What Is Human Handover?

Human Handover is a feature within Conversation AI that lets your bot escalate conversations to a real staff member when it recognizes it can’t help. This ensures conversations continue smoothly without dropping the ball.

When to Use It

• Customers ask to speak with a real person

• Bot fails to answer after two tries

• AI doesn’t recognize or understand the query

• You want to add a safety net for high-stakes or sensitive topics

Sample Scenario

Business Type: Online Coaching Business
Use Case: A client wants to discuss a personal payment dispute. They type, “Can I speak with someone?”

With Human Handover enabled, the bot detects the request and immediately:

• Assigns the chat to a human team member

• Sends a confirmation message

• Pauses itself so the user isn’t spammed

• Tags the chat “human_handover”

• Notifies your team and even creates a follow-up task

No escalation missed. No lead lost.

How to Set Up Human Handover in GEMSoftware

Step 1: Enable Human Handover

1. Go to Settings > Conversation AI > Select Bot > Bot Goals.

2. Scroll down and select Human Handover.

3. Toggle ON to begin configuration.

Step 2: Choose When to Trigger the Handover

Pick one or more of the following scenarios:

• Contact Request (e.g., “Can I talk to a human?”)

• Lack of Information (bot doesn’t know the answer)

• Failed Resolution (bot failed to solve the issue twice)
  

  

Step 3: Configure the Action Plan

• Assign the Conversation
  Choose a specific team member or auto-assign.

• Auto-Create a Task
  (Optional) Check the box to generate a task with a default note. Task is due in 24 hours.

• Send a Closing Message
  Default: “Thank you! Someone from the team will get back to you.”

• Pause the Bot
  This prevents the bot from continuing responses until the human takes over.

• Tag the Chat
  The default tag added is: human_handover (you can customize this).

Step 4: Set Up Staff Notifications

Ensure human agents know when they’ve been assigned:

1. Go to Settings > My Staff

2. Choose the staff member.

3. Enable:

✅ When a conversation gets assigned to me

✅ When a task gets assigned to me

Notes

• You can configure up to 6 different handover actions per bot.

• Human Handover is currently in Labs, so you’ll need to enable it manually first.

Pro Tip:

Pair Human Handover with workflows that send an internal or email notification when triggered. This ensures faster response and better team coordination.

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https://www.gemsoftware.com.au/gem-blog/b/how-to-customize-your-dashboard-with-widgets-in-gem-software

https://www.gemsoftware.com.au/gem-blog/b/how-to-automate-facebook-instagram-comment-replies-with-gem-software