The Handoff settings on your AI agent's page now decide what the customer sees when a person takes over, which reasons let Aide hand off, whether Aide can take a conversation back, and what happens outside business hours.
How it behaves
- Handoff messages: the chat message and the outside-hours message from Handoff settings are
what the visitor sees, with
{{team_name}}and{{reply_time}}filled in (for example "tomorrow at 9:00 AM" outside hours). An empty message falls back to the default text. - Handoff reasons: "Customer asked for a person" and "Policy requires a person" always hand off. When low confidence, guardrails or missing data are switched off, Aide doesn't hand off for that reason: it asks the customer for more detail, keeps handling the conversation and leaves your team an internal note.
- Hand back to Aide: when "Aide may return to a conversation after a person hands it back" is off, a conversation a person touched stays with people. Handing it back to Aide is refused; closing still works.
- Outside business hours: in the widget's Behaviour settings, under "When no one is online", pick "Aide keeps handling" (Aide answers as usual, and a handoff posts the outside-hours message and asks for an email) or "Aide acknowledges, collects an email and pauses" (Aide posts the outside-hours message, asks for an email and stops until your team opens).
- While AI replies are paused: when Aide can't answer (your plan's AI replies are used up, or your store is disconnected), the shopper sees the "While AI replies are paused" message from Handoff › In chat, at any hour. The default says someone from your team will reply as soon as they can; it never says why. The reason goes to your team in an internal note.
For developers
POST /v1/conversations/{id}/return-to-aideanswers409 handback_disabledwhen hand-back is turned off.- Widget settings:
offlineModeiskeep_handlingorcollect_email_and_pause. - Handoff settings:
chat.messageAiPausedis the message shown while AI replies are paused (empty uses the default).