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Handoff is not a single setting — it is three pieces working together, each configured in a different place.
Handoff exit point mapped to inbox routing

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Example

Exit point — “Escalate to Human”: fires if the customer requests a person, or the issue needs additional help. Boundary — “Handoff after two failed attempts”: if the issue is not resolved after two back-and-forth replies, stop troubleshooting and hand off plainly rather than continuing to guess. Routing — inside the automation, map “Escalate to Human” to assign chat to the right team inbox.

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After handoff

Once routed, humans work the conversation in the inbox with the full conversation history the employee already built — nothing is lost in the transition.
Test the handoff path specifically in the Playground before going live: push toward frustration or a refund request and confirm the employee escalates instead of continuing to try.