Troubleshooting: Hand off support cases to your email

How to hand off customer support cases to be handled by email

This guide explains how to configure your Outcraft AI Agent to seamlessly transition a conversation to a human representative. By setting up handoff triggers, you ensure that complex queries or high-value leads get the personal attention they need.

🎥 Prefer to watch? Here's a quick guide on how to set up the handoffs:

1. Navigate to the sidebar of your specific campaign and click on General Settings.

2. Under the General Settings section, you have two primary toggle options to initiate a handoff:

• Hand off to a human after a positive reply: Enable this if you want a human to take over the moment a lead responds favorably to an offer.

• Hand off to a human when the lead asks: Enable this to trigger a handoff based on specific lead requests or behaviors.

3. Once you enable handoff based on lead requests, a new field appears: "When should the AI hand off to a human?"

• Common Scenarios: Choose from predefined categories such as Billing & Payments, Compliance & Legal, or Pricing & Sales (e.g., "Lead requested account cancellation").

• Custom Scenarios: You can type your own specific triggers. For example, typing "Lead mentioned unsubscribing" and hitting enter will add it as a custom trigger.

4. Choose how your team should be alerted when a handoff occurs under "Through which channels to hand off to human agent?"

• Send Email: Select this to receive an automated alert in your inbox.

• Recipient Email: Enter the primary email address (e.g., support@yourcompany.com) that should receive the notification.

• CC Email (Optional): You can provide additional email addresses to be carbon-copied on these alerts.

5. Once you have defined your triggers and notification emails, click the Continue button at the bottom right to save your configuration.