Configuring Human-in-the-Loop Handoff

Human-in-the-loop (HITL) handoff lets your AI agent escalate a conversation to a human agent when the situation requires it. The handoff preserves the full conversation context so the human agent does not need to ask the user to repeat themselves.

When to Trigger a Handoff

You can configure handoff triggers based on:

• User request - the user explicitly asks to speak to a human
• Confidence threshold - the agent's confidence score falls below a defined level
• Topic classification - the query is categorized as a complaint, legal matter, or other sensitive type
• Escalation keywords - specific phrases trigger an immediate handoff

Connecting to Your Support Desk

RevRag AI integrates with Freshdesk, Zendesk, Intercom, and custom webhook endpoints for handoff. Configure your integration in Settings → Integrations → Support Desk. RevRag AI will send the full conversation transcript and user context to your support platform at the moment of handoff.

The Handoff Experience

When a handoff is triggered, the user sees a transition message confirming that a human will join shortly. Queue wait times can be surfaced to the user if your support desk API provides them. If no human agent is available, RevRag AI can offer a callback option.