> ## Documentation Index
> Fetch the complete documentation index at: https://docs.heyy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Hand off to a human teammate

> Combine exit points, boundaries, and inbox routing to move a conversation from AI to your team.

Handoff is not a single setting — it is three pieces working together, each configured in a different place.

| Piece         | Where it lives                                                                                                                                                                          |
| ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Detection** | An [exit point](/help/ai-employees/capabilities/create-exit-points) that recognizes handoff intent — for example, "Escalate to Human".                                                  |
| **Restraint** | A [Boundaries](/help/ai-employees/identity-and-guidelines/boundaries) guideline telling the employee to qualify or troubleshoot before escalating, rather than handing off immediately. |
| **Routing**   | The exit point mapped, inside the automation, to an inbox or team action — see [Use exit points in automations](/help/ai-employees/going-live/use-exit-points-in-automations).          |

<Frame>
  <img src="https://mintcdn.com/heyy-c8bd5c9e/1coCVJUJuVs6SA9x/assets/ai-employees-handoff-routing.png?fit=max&auto=format&n=1coCVJUJuVs6SA9x&q=85&s=b608c2481ca2d4fc8522873c8133757c" alt="Handoff exit point mapped to inbox routing" width="1366" height="625" data-path="assets/ai-employees-handoff-routing.png" />
</Frame>

## 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](/help/automations/chats-actions) to the right [team inbox](/help/inbox/find-and-organize/team-and-user-inboxes).

## After handoff

Once routed, humans work the conversation in the [inbox](/help/inbox/inbox-tour) with the full conversation history the employee already built — nothing is lost in the transition.

<Tip>
  Test the handoff path specifically in the [Playground](/help/ai-employees/going-live/test-in-playground) before going live: push toward frustration or a refund request and confirm the employee escalates instead of continuing to try.
</Tip>