Bring Your Team into the Conversation.
Review the conversation in your shared inbox, take over when a person should respond, and continue helping the customer in the same thread.
No credit card required · Free forever plan · 5-minute setup
Inbox
Conversation review
Human
Team takeover
History
Previous messages
AI
Return when ready
Some customer questions need a person.
An unclear request, an exception to a policy, or a sensitive decision may need your team. Define when to ask for human help and who will monitor the receiving inbox.
Why teams choose LoopReply for Human Handover
Shared Conversation Inbox
Open the customer conversation and review its messages before replying. Workspace permissions determine which conversations a team member can access.
Manual Team Takeover
An authorized team member can take over a conversation from the inbox. The conversation records the assigned person and enters human takeover status.
Human Replies in the Thread
Send a response as a team member in the existing conversation. Review the customer context so the next reply addresses what has already been discussed.
Configured Handoff Step
A workflow human-handoff step can show your transition message and request team attention. Test the path that leads to this step for your Agent.
Pause Automated Replies
The widget pauses AI replies while a conversation is waiting for a person or under human takeover. Verify that your support team can receive and respond to the request.
Return to AI or End the Conversation
The inbox provides controls to return the conversation to AI or end it. Choose the next state that matches the customer request and your support process.
Human Handover in 5 simple steps
Define the Escalation Path
Choose which requests should reach your team and configure the relevant workflow path. Use clear transition wording that matches your support availability.
Test the Customer Request
Run a sample conversation through the handoff path. Check the customer message and confirm that the conversation is visible to the intended team member.
Review and Take Over
Open the conversation in the shared inbox, read the messages, and use takeover when a person should continue.
Reply with the Available Context
Respond to the customer in the thread. Clarify missing information and follow your own authorization process for account-specific requests.
Choose the Next State
Return to AI when automated conversation is appropriate, or end the conversation when the request is finished.
What to check before you choose
| Feature | LoopReply | What to verify |
|---|---|---|
| Team takeover | Shared inbox control | Demonstrate takeover in your test conversation |
| Conversation context | Previous messages in the inbox | Check what the receiving operator can see |
| Workflow handoff | Configured human-handoff step | Verify the trigger and customer-facing message |
| Operator access | Workspace and Agent access checks | Test the permissions of the actual responder |
| After the reply | Return to AI or end the conversation | Confirm what happens on the next customer message |
These are evaluation questions, not competitor rankings or response-time guarantees. Test the handoff with the people who will operate your inbox.
Who uses Human Handover?
Policy Exceptions
Pass a request requiring discretion to a person who can assess it and explain the decision.
Unresolved Questions
Let your team review a question that the supplied knowledge and configured workflow did not resolve.
Sales Conversations
Have a person continue when an inquiry needs a tailored discussion beyond the Agent's approved information.
Common questions about Human Handover
Yes. An authorized team member can open a conversation in the shared inbox and take over. Access depends on Workspace membership and the Agent permissions assigned to that person.
The widget pauses AI replies when the conversation is waiting for human help or under human takeover. Use the return-to-AI control when automated replies should resume.
A configured human-handoff workflow step supports a transition message. Test its wording and the path that leads to it before relying on it with customers.
That depends on your staffing and support process. A handoff request does not guarantee an immediate human response. Tell customers what to expect and assign someone to monitor the inbox.
Do not assume that a conversation is escalated based on sentiment or an automatic confidence threshold. Configure and test the workflow path you intend to use, and review conversations that need help.
Set it up with these guides
- Chatbot-to-Human Handover: Best Practices
Set a clear handover trigger, write honest waiting messages, assign coverage, check transcript context, and decide when the AI may respond again.
- AI Agents for Customer Support: A Deployment Guide
Plan a support Agent deployment with clear boundaries, named owners, realistic human coverage, and a scenario-based acceptance matrix.
Ready to get started?
Try Human Handover free. No credit card required.
Free plan includes 1 AI Agent, 500 messages per month, visual workflow builder, and knowledge base. Pro starts at $49/month.