> ## Documentation Index
> Fetch the complete documentation index at: https://docs.julian.11x.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Human handoff

> Bring a teammate into a chat from a Slack channel when a visitor needs a person.

Some conversations need a person: a visitor asks for one, wants a manager, or keeps saying the problem isn't solved.
Human handoff lets the agent pass the conversation to your team in Slack, and lets a teammate reply to the visitor from
there without leaving Slack.

## Set it up

In **Instructions > Tools > Human Takeover**:

| Setting | What it does |
| - | - |
| **Takeover channel** | The Slack channel where handoff requests are posted |
| **Custom trigger logic** | When the agent should hand off, for example "Escalate when the visitor asks for a live person or a manager, or repeatedly says the issue is unresolved." |
| **Business days** | The days your team answers |
| **Business timezone** | The timezone your hours are in, such as `America/New_York` |
| **Business hours start / end** | The hours your team answers |

## What happens in a handoff

**1. The agent hands off**

The agent tells the visitor it's connecting them with a teammate, and posts the request with its reason to your
Slack channel.

**2. A teammate replies in the thread**

The first reply in that Slack thread takes the conversation. From then on, the teammate's replies appear in the
chat, the visitor's messages are posted to the thread, and the agent doesn't reply.

Until a teammate replies, the agent keeps answering the visitor.

Outside your business hours, the request is still posted, and the agent tells the visitor the team is offline and
someone will respond on the next business day.


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