Hand off to a person

Purpose

Control when AI stops and a member of your team continues the conversation.

To hand a live WhatsApp call from a Voice AI agent to your team, use the Callcenter plan (USD 199/mo). See plans and pricing · Read the AI call handoff guide

Before you begin

A message agent with live assignments and a team ready to handle the conversation.

Steps

1. Define escalation limits in the agent instructions and configure the appropriate agent actions.
2. Publish the agent only for the intended number, pipeline stage, and schedule.
3. When an operator replies in Kommo, confirm the human message continues the conversation and pending AI work is cancelled.

Expected result

The configured human handoff behavior can be observed in a controlled conversation.

Common problems

If AI continues unexpectedly, review the handoff conditions, active assignment and current conversation state.

Related guides

• Create and publish an AI agent
• First message and first call