Transfer to human
All plans Who can do this: Client Admin Updated 30 Oct 2026
On this page
The Transfer to human card pauses the AI assistant on a conversation and tells your team that a person needs to answer.
Add the card
- In the builder, select Add step and pick Transfer to human.
- Drag an outcome onto it from the card that should hand over, such as not collected.
- Click the card. In Notification Title, say why someone is needed. Left empty, it reads “A conversation needs a human agent”.
- Under Assign to, pick who should be told. Leave it empty to notify everyone on the team.
- Select Done.
Caution The card sends the customer nothing. If they should know a person is coming, put a Send message card before it.
Caution Despite its label, Assign to only chooses who is notified. It does not make that person the conversation’s owner. To set an owner, put an Assign member card before this one.
Know what happens when it runs
- The conversation becomes Paused, and the AI assistant stops replying to it.
- The selected team members or the whole team receive an in-app notification and, if they have allowed them, a push notification. Selecting the notification opens the conversation.
- No flow can start on that conversation until the AI is resumed.
Anyone can manage their own push alerts with Flow alerts under Settings → Profile.
Answer the customer and hand the conversation back
Any team member can do this, whatever their role.
- Open the conversation from the notification or from Conversations. The bar above the composer says You’re handling this.
- Reply to the customer in the composer.
- When you are done, select Resume AI. The AI has the conversation again.
Note If transferred leads nowhere, the flow has already ended, and Resume AI does not restart it. The customer’s next message is handled like any other incoming message.
Note In Test flow, this card pauses the test conversation but notifies nobody.
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