Design useful human handoffs

A useful handoff does two things: it moves the right conversation to a person, and it captures enough context for that person to continue without asking the guest to start over.

Start with a small rule set

Begin with high-value scenarios:

The guest explicitly requests a person
A serious property or safety issue
A payment, charge, or refund dispute
A reservation change the agent cannot complete

Add narrower rules only after reviewing real conversations. Too many broad rules can create unnecessary handoffs.

Configure a scenario

Open Handoff Rules

Go to Agent → Handoff Rules and confirm Enable automatic handoff rules is on.

Add a scenario

Select Add scenario and give it a name an operator will understand.

Describe the trigger

State what should trigger the handoff and, when helpful, what should not.

Choose property scope

Use selected properties when the workflow or responsible team differs by location.

Request essential fields

Collect only information the operator needs to take the next action.

Save and test

Test one message that should trigger the rule and one similar message that should not.

Copy-ready scenarios

Explicit request for a person

Name: Guest requests a person

Trigger:
Create a handoff when the guest clearly asks to speak with a human, employee, manager, front desk, or support agent. Do not require the guest to explain the reason before creating the handoff.

Required fields:
- Guest name, if not already known

Serious room or property issue

Name: Urgent room or property issue

Trigger:
Create a high-priority handoff when a guest reports an immediate safety concern, flooding, fire or smoke, an electrical hazard, inability to access an occupied room, or another issue requiring urgent on-site attention.

Required fields:
- Guest name
- Guest phone, when not already available
- Custom field: roomNumber, when applicable
- Custom field: issueSummary

For urgent situations, avoid collecting nonessential details before escalating.

Payment or charge dispute

Name: Payment or charge dispute

Trigger:
Create a handoff when a guest disputes a charge, reports being charged incorrectly, requests a refund that cannot be completed automatically, or reports a payment failure after retrying.

Required fields:
- Guest name
- Reservation ID or booking reference, when available
- Guest email or phone
- Custom field: paymentIssueSummary

Choose required fields deliberately

Scenario	Useful fields
Human requested	Guest name
Reservation change	Guest name, booking reference, check-in and check-out dates
Room issue	Guest name, guest phone, custom room number, custom issue summary
Payment dispute	Guest name, reservation ID or booking reference, contact method

Scope each scenario to the properties where it applies. Do not request information already present in the conversation or connected reservation unless it must be confirmed.

Configure working hours

Open the Working hours tab and enter the hours when a person can respond. The schedule uses the AI timezone configured in Personalization. Test the same handoff:

During working hours
Outside working hours
On a closed day

The agent should set accurate expectations without implying that the issue has already been resolved.

Test both sides of every rule

Should trigger	Should not trigger
“I need to speak to the manager.”	“Who is the hotel manager?”
“There is smoke coming from an outlet.”	“Where are the smoking areas?”
“I was charged twice.”	“What payment methods do you accept?”
“Please change the dates on my confirmed booking.”	“What dates are available?”

Testing non-triggers is essential. It reveals rules that are so broad they interrupt normal self-service.

Build an operational loop

Review handoffs in Home and Conversations.
Confirm the reason and required fields are useful.
Resolve the handoff with an optional audit note.
Identify false positives or missing scenarios.
Update one rule at a time and retest it.

Handoff Rules reference

Review switches, fields, property scope, working hours, and the operator resolution flow.

Getting Started

General

Agent

Best Practices

Connections

Tools

Workspace

Design useful human handoffs

Start with a small rule set

Configure a scenario

Copy-ready scenarios

Explicit request for a person

Serious room or property issue

Payment or charge dispute

Choose required fields deliberately

Configure working hours

Test both sides of every rule

Build an operational loop

Handoff Rules reference

​Start with a small rule set

​Configure a scenario

​Copy-ready scenarios

​Explicit request for a person

​Serious room or property issue

​Payment or charge dispute

​Choose required fields deliberately

​Configure working hours

​Test both sides of every rule

​Build an operational loop

Handoff Rules reference

Start with a small rule set

Configure a scenario

Copy-ready scenarios

Explicit request for a person

Serious room or property issue

Payment or charge dispute

Choose required fields deliberately

Configure working hours

Test both sides of every rule

Build an operational loop