# Human hand-off

> Human hand-off is when an AI chatbot passes a conversation to a person on the team, with the whole chat, and stops replying to that customer.

Canonical: https://heykiko.io/glossary/human-handoff
Last updated: 2026-11-05

## What it means

Also called human handover, escalation, AI to human handoff.

It should happen when the customer asks for a person, when the AI can't answer from its knowledge, when the customer is upset, or when a decision needs a person.

## In HeyKiko

Kiko hands off when a customer asks for a person, and optionally when your knowledge barely covers a question; your team replies from the shared inbox.

## Related

- [Shared inbox](https://heykiko.io/glossary/shared-inbox)
- [AI agent](https://heykiko.io/glossary/ai-agent)
- [CSAT (customer satisfaction score)](https://heykiko.io/glossary/csat)
- [When to hand a chat to a person](https://heykiko.io/blog/when-to-hand-a-chat-to-a-person)
- [Human hand-off](https://heykiko.io/features/human-handoff)
- [Full glossary](https://heykiko.io/glossary)