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Open Agent → Handoff Rules to control human escalation behavior.

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What a handoff changes

A handoff tells Visito that a person must take over a customer request. When a rule creates one:
  • The conversation appears in Home and the Handoff Conversations view.
  • Visito records the reason, captured details, missing fields, and time of the request.
  • AI replies pause while the handoff is unresolved.
  • New customer messages stay in the thread and keep it marked for attention.
  • A teammate can reply manually, assign an owner, and record the final outcome.
A manual reply does not resolve the handoff automatically. The operator must explicitly select Resolve handoff after handling the request.

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Master switch

Use Enable automatic handoff rules to turn policy-driven handoffs on or off for the active workspace. When it is off, scenario rules remain visible but cannot trigger. This switch does not disable operator-created internal reviews.

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Knowledge gaps

Open the Knowledge gaps section to choose what Visito does when it cannot find enough trustworthy information for an answer: Receipts can identify missing knowledge, weak evidence, contradictory evidence, stale or unverifiable information, or a question that requires a live provider. Open the receipt in the conversation to review the reason, configured behavior, outcome, and related handoff when one was created. Use reported gaps as a maintenance queue: verify the correct answer, update the relevant Knowledge Base source or integration, and retest the question. A receipt is visible only to operators; it is not itself a message to the customer.

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Escalation scenarios

Each scenario includes:
  • Name and description
  • Enabled state
  • Global or selected-business scope
  • Required fields to capture
  • Optional severity and priority settings
Select Add scenario to create a custom rule. Select an existing row to edit it. Required fields can include customer name, email, phone, order or account reference, requested date or time, or a custom field.

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Example: explicit request for a person

Test a similar non-trigger such as “What are your support hours?” to confirm the rule does not interrupt a normal informational question.

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Working hours

Open the Working hours tab to tell the AI when your team is available.
  1. Turn on Use working hours in handoff responses.
  2. Mark each day open or closed.
  3. Enter the start and end time for open days.
  4. Review Response context preview.
  5. Select Save working hours.
Working hours use the AI timezone configured in Personalization.

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Resolve a handoff

Handoffs appear in Home and the Handoff Conversations view.
  1. Open the thread and review the reason, customer messages, captured fields, and missing fields.
  2. Assign a conversation owner if one person should handle the request.
  3. Complete the task and reply to the customer when needed.
  4. Add an optional resolution note that records the outcome.
  5. Select Resolve handoff.
Resolving closes the active handoff and clears the needs-reply state created by it. It does not archive the conversation.

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Handoff vs internal review

Choose based on whether the customer needs a person to take over: Only one internal review can be open at a time, and it cannot be requested during an active handoff. If a new handoff occurs while a review is open, the handoff supersedes the review.
Test every custom scenario in Playground, including both inside and outside working hours.

Handle handoffs and internal reviews

Follow the operator workflow, assign responsibility, and choose between resolve, archive, and block.

Handoff design best practices

Start with high-value scenarios, choose useful fields, and test false positives.