Configurable AI Handoff Message to Human Agents
Migrated from Canny.
Canny Post ID: 698325a311c67c3b1163ddfc
Canny URL: https://spur.canny.io/admin/board/feature-requests/p/configurable-ai-handoff-message-to-human-agents
Category: Improvement
Original status: open
Original votes: 1
Original comments: 0
Original author: Royal Tomar
Created at: 2026-02-04T10:55:31.475Z
Original request details:
Current Behavior:
The AI always sends a fixed message to customers right before handing off a ticket to a human agent.
Requested Changes:
Make the handoff message fully configurable – Allow admins to edit/customize the text, including support for multiple languages (e.g., English, Hindi, etc.).
Add a toggle to disable the handoff message – When turned off, the AI should silently transfer the ticket to the human agent without sending any message to the customer.
1 Comment
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REQUEST_SUMMARY_V2 Problem - Current Behavior: The AI always sends a fixed message to customers right before handing off a ticket to a human agent. Requested Changes: Make the handoff message fully configurable – Allow admins to edit/customize the text, including support for multiple languages (e.g., English, Hindi, etc.). Add a toggle to disable the handoff message – When turned off, the AI should silently transfer the ticket to the human agent without sending any message to the customer. Expected behavior - Allow language selection/configuration in relevant UI and templates - Ensure customer-facing outputs are available in requested language - Keep fallback behavior explicit when translation is unavailable Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: Improvement
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