Infinity3 Help Centre
Practical guides and answers for your Infinity3 tools and services.
Hand AI conversations over to your team in Infinity3
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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
- Open AI Agents → Conversation AI.
- Edit the agent and open Bot Goals.
- Find Setup Your Actions and select Human Handover.
- Enable the relevant scenarios, such as a human request, missing information or an unresolved issue.
- Select the receiving user and review existing-assignment options.
- Set a final customer message and bot pause duration.
- 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.