Human Handoff
Route conversations to AI or Human Review
Interlinked keeps routine conversations moving while giving your team a clear way to pause AI control, review context, and respond directly when judgment matters.
Routing control
Feature console
Signal
handoff paths
Manual control from CRM
A team member can take over a conversation from the CRM, pausing AI responses for a defined review window.
Context before response
The customer profile, conversation history, workflow state, and channel stay visible before the human responds.
Workflow-specific routing
Retail, scheduling, lead qualification, and handoff workflows can each define what should stay automated and what should move to a person.
AI handles the repeatable path while the team keeps visibility into context, exceptions, and handoff moments.
Capability anatomy
Control the boundary between automation and people
The strongest AI workflows still need a human path for exceptions, sensitive requests, and high-value opportunities.
Manual control from CRM
A team member can take over a conversation from the CRM, pausing AI responses for a defined review window.
Context before response
The customer profile, conversation history, workflow state, and channel stay visible before the human responds.
Workflow-specific routing
Retail, scheduling, lead qualification, and handoff workflows can each define what should stay automated and what should move to a person.
Cleaner team ownership
Use states like AI active, manual review, appointment request, payment proof, or order issue to understand who should act next.
Workflow sequence
How AI-to-human routing works
01
Define handoff moments
Use onboarding and AI Config to decide when the agent should continue, ask more questions, or stop for human review.
02
Monitor active threads
Use the CRM to see conversation state, channel, customer details, and whether the AI or a person owns the next response.
03
Take over and resume
Handle the conversation manually, then return it to automation when the team has resolved the exception.
Feature FAQ
What to know before launch
Does manual takeover permanently disable the AI?
No. Manual control pauses AI participation for a review window so a human can respond. The workspace can return to normal automation after review.
Can handoff be used for sales and support?
Yes. Handoff applies wherever a conversation needs a person, including sales, support, orders, payments, scheduling, and unusual customer requests.
What information does the human see?
The CRM provides the conversation history and customer context so the team can respond without asking the customer to repeat everything.