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Human Handoff
Handoff is part of the workflow, not an afterthought bolted on afterward. You decide, while building the agent, the conditions under which a call should move to a person — and CallMangal carries the caller's details and conversation context across, so your team doesn't start from nothing.
When to hand off
Common handoff triggers:
- The caller directly asks to speak to a person
- The conversation touches a topic covered by a guardrail
- The agent can't resolve what the caller needs within its workflow
- A qualifying condition is met — for example, a high-value enquiry that should always reach a human
What carries across
When a call hands off, the caller's details and what's already been discussed travel with it, so the person picking up doesn't ask the caller to repeat information they've already given.
Where to configure it
Handoff conditions are set as part of the agent's workflow in the Visual Builder — typically as a routing decision from a conversation node or as part of End Call.
Test it deliberately
A handoff rule you haven't triggered on purpose is a handoff rule you're assuming works. In Browser Test, ask for a human and confirm the handoff actually fires.