Human Handoff

Escalates to a human — usually wired to the Unsure branch of a Confidence Check. But this node is more than one branch target: it’s Zapito’s one degradation door, and every way the agent can come up short converges on it.

One door, several triggers

The same handoff runs whenever any of these happen:

The flow reaches this node (typically the Confidence Check’s Unsure branch).
The model emits its escalate signal — the customer asked for a person, the knowledge didn’t cover the question, or the request is beyond the agent (see AI Agent).
The model call fails (outage, timeout).
The workspace is out of included usage for the month.

In every case the outcome is identical: your customer gets a calm “let me connect you with a team member” — never an error message, never a dead bot — and you get the conversation.

Ports

In ← usually a Confidence Check’s Unsure branch.
Out → optional follow-up nodes.

Config

Field	Status	Behavior
Notify you on: Email	Live	The last ~10 messages of the conversation are emailed to this address the moment the handoff happens. The setup form fills in your account email.
Notify you on: WhatsApp	Coming soon	Saved, but nothing is sent to the number yet.

Runtime behavior

The conversation’s status flips to handoff and the bot goes silent in that conversation — it won’t answer over you while a human is expected.
The customer gets the warm handoff message.
The transcript (last ~10 messages) is emailed to the configured address, with the bot name and channel in the subject. The send happens after the customer is answered — a mail failure never breaks the conversation.
The conversation appears in the lead inbox under Needs a human, and your lead webhook fires if configured.
An escalated to human event is recorded with the delivery outcome (sent / failed / skipped) and surfaces in the in-app notification bell.
When you’re done, hit Mark resolved in the Inbox — that un-silences the bot, and it answers the customer’s next message again.