Artificial intelligence
Published Updated
How does an AI agent work with human handoff?
The best use of an AI agent is not to hide the human team. It is to divide work clearly: the agent handles what it has been configured to do and transfers the conversation when a teammate is needed.
What can the agent do?
Using configured knowledge, instructions and permissions, the Message Pro AI agent can handle a conversation and perform connected steps.
- Reply to messages automatically
- Use configured knowledge sources
- Update customer data
- Perform defined actions and integrations
- Route or hand the conversation to the team
When should a human take over?
Handoff rules depend on the operation. A transfer may happen because the customer asks for a person, reliable information is unavailable or the conversation reaches a step requiring approval or a human decision.
- An explicit request for a teammate
- A case outside the knowledge scope
- A sensitive or approval-dependent step
- An operational exception not covered by the rules
What should be prepared before activation?
Start with clear, reviewed knowledge sources. Define what data the agent may read or update, which actions it may perform and which path receives the conversation after handoff.
Test real examples from your operation, including incomplete questions and requests that should be refused or transferred.
How should the workflow be reviewed?
Review conversations completed by the agent and those handed off, then improve instructions, knowledge and escalation rules using real cases.
Apply these steps in your account
Create a Message Pro account and start with the workspace, then use the Help Center for setup steps.