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

# Human handoff

> Understand automatic and explicit escalation, widget fallback policy, assignment behavior, and the operator takeover flow.

Human handoff moves a conversation out of autonomous AI processing and into the shared inbox. It is a state transition, not simply a different AI response.

## Handoff triggers

* The model calls `escalate_to_human` because it cannot safely complete the request.
* AI is disabled for the widget or organization and fallback is enabled.
* Subscription policy prevents AI processing and fallback is enabled.
* The selected provider fails and automatic fallback is allowed.
* An operator routes or assigns the conversation manually.

## Flow

<Steps>
  <Step title="Record the reason">
    The agent calls the gateway with organization and conversation context plus a concise reason.
  </Step>

  <Step title="Change the conversation gate">
    The gateway marks the conversation escalated/assigned or unassigned for the human queue and emits notifications/events.
  </Step>

  <Step title="Suppress future AI replies">
    Delayed AI jobs re-check the conversation gate and stop when a human owns the conversation.
  </Step>

  <Step title="Operator takes over">
    An agent opens the inbox, assigns or routes the conversation, uses templates or assist features, and updates status when complete.
  </Step>
</Steps>

Widget configuration exposes `fallbackToAgent`, allowing an organization to disable escalation where no human team is available. When fallback is off, provider or subscription failures return only the configured safe behavior.

<Info>
  Agent-assist actions—suggest reply, generate note, and draft assist—can support a human without returning the conversation to autonomous mode.
</Info>

## Operational goals

Track escalation rate, reason categories, time to first human response, unassigned backlog, reassignment count, resolution time, and cases where the user never received a response.