Human Handoff

Let visitors ask for a real person during a conversation with the voice agent.

Before you begin

• Open your agent in the Babelbeez dashboard.
• You know the destination email you want to use for handoff notifications.

What this does

When the agent can’t help (or the visitor asks), it shows a short form to the visitor. The form collects their email and consent. The conversation summary and details are prepared for handoff. If you set a destination email, an email notification is sent.

Steps

1. Open Configure Voice Agent in the left menu.
2. In the configuration panel, find Email Support and click Configure.
3. Enter the destination email address where handoff notifications should go.
4. Click the green Save button (bottom right) to apply your changes.
5. Test in Live Preview: say “I want to talk to a person.”

What visitors see

• A small form asking for their email and consent.
• After they submit, the agent confirms the handoff request.

Notes

• If you don’t set a destination email, the visitor still sees the same flow. No email notification is sent.
• You can change or clear the destination email at any time.

Tips

• Use a team mailbox (for example, [email protected]) so multiple teammates can respond.
• Add a short sentence in your greeting instructions to explain when a human is available.

Troubleshooting

• I don’t get handoff emails
  • Make sure a destination email is set under Email Support and that you clicked Save.
  • Check your spam folder and add the sender to your allow list.
• Visitors don’t see the handoff form
  • Ask the agent “Please connect me to a person.”

Next steps

• Track sessions in Analytics and usage.
• Ensure you won’t run out of minutes: see Low‑minutes emails and Plans and minute packages.