When the AI chatbot escalated a conversation to a human, the assigned agent could get cleared. The human assignee now stays assigned after the hand-off.
A conversation handed from AI Agent to your team should keep a human owner once one is assigned. The handoff path now applies the assignment rule without losing the human assignment during the transition.
The receiving agent can continue handling the ticket and read the private escalation note explaining why AI stepped back. This supports an accountable handoff rather than leaving the conversation without the intended owner.
Review the selected channel’s ticket assignment rule under Auto Transfer in AI Agent settings. Choose the team, team member, or unassigned destination that fits your support process, then save.
Related guide: Work Alongside Your AI Agent.
