---
title: Hand AI conversations over to your team in Infinity3
description: "Configure when Conversation AI should step aside and how your team will pick up the enquiry. #### Before you start You’ll need permission to edit the agent and access to its **Human Handover** action. Availability depends on your account setup.…"
url: "https://www.infinity3.co.uk/help/hand-ai-conversations-over-to-your-team-in-infinity3/"
updated: "2026-10-08"
category: Infinity3 Platform / AI Assistants
---

# Hand AI conversations over to your team in Infinity3

Configure when Conversation AI should step aside and how your team will pick up the enquiry.

#### Before you start

You’ll need permission to edit the agent and access to its **Human Handover** action. Availability depends on your account setup.

Agree who handles escalations and what customers should expect outside working hours.

#### Configure handover

1. Open **AI Agents** → **Conversation AI**.
2. Edit the agent and open **Bot Goals**.
3. Find **Setup Your Actions** and select **Human Handover**.
4. Enable the relevant scenarios, such as a human request, missing information or an unresolved issue.
5. Select the receiving user and review existing-assignment options.
6. Set a final customer message and bot pause duration.
7. Review task or tag options and save.

Use a message that reflects real availability. Avoid promising an immediate reply unless the team can provide one.

#### Check notifications

The receiving user should open **Settings** → **My Profile** → **Notifications** and enable the relevant assigned-conversation or task alerts.

#### Test the handover

Ask for a person through a controlled live conversation. Confirm assignment, alerts, the final message and the bot’s pause.

#### Things to know

- Assignment does not guarantee a person is available immediately.
- A timed pause can expire; review when automated replies should resume.
- Written handover instructions do not replace the configured action.

If it fails, contact Infinity3 with the agent, conversation and expected receiving user.