Human handover
When Airhop is not confident, it escalates to your team and relays their answer back to the customer.
Airhop does not guess. When the agent's confidence in an answer is low, or a customer explicitly asks for a person, it hands the conversation to your team with the full context, then relays your reply back to the customer. The customer experience stays in one continuous thread.
When it escalates
Every answer carries a confidence score. If it falls below the threshold, the conversation is escalated instead of sending a shaky answer. The customer sees a clean handover message ("I have passed this to our team"), not the agent's uncertain draft, so there is no risk of a hallucinated answer reaching them. The draft the agent did produce is still passed to your team as context, so they can see what the agent knew.
A customer asking for a human directly also triggers a handover.
Where your team gets notified
You set the notify recipients during onboarding (the Handover step) and in your team settings. These are team-level: an handover_emails list, with an option to notify all members.
Handover can reach your team through three channels:
- Email: an escalation email is sent from your workspace's dedicated inbound address,
{your-slug}@in.airhop.ai. It carries the customer's question and the context the agent gathered. Your team replies to that email. - Slack: if Slack is connected as a handover channel, the escalation is posted to a thread, and your team replies in the thread.
- Dashboard: your team can reply directly from the conversation view in the dashboard.
The reply relay
When a teammate replies, Airhop does not send their raw message verbatim. A relay step rewrites it into a faithful, professional, customer-facing reply, fixing tone and grammar and speaking as the agent, without inventing any facts. (If the relay is unavailable, it falls back to the verbatim reply.) The polished message is then delivered to the customer.
How the customer sees the reply
The reply reaches the customer wherever they are:
- In the widget: the widget polls for new messages every few seconds, so a relayed answer appears live, with an unread badge on the launcher if it is closed.
- Over email: if the conversation moved to email, the answer is emailed back, and the customer can keep replying. Airhop threads their reply back into the same conversation, answers from your knowledge if it can, or re-escalates to your team if it cannot. A customer can run the whole conversation over email.
Handover is what makes the confidence gate safe to rely on. Set your notify emails so a person is always reachable, and Airhop will only escalate the conversations that actually need one.