> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zynfo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Human Handoff: Seamless Escalation from AI Agents

> Learn how ZynfoAI handles complex customer queries by seamlessly transferring conversations from the AI agent to a live human support rep.

# Human Handoff

ZynfoAI is designed to work alongside your human support team. When the AI agent encounters a complex question it is not trained to answer, it gracefully transitions the user to a human agent without losing chat context.

## How the Handoff Process Works

1. **The Trigger**: The AI agent determines it cannot help based on its knowledge base, or the user explicitly types a command like "talk to a human".
2. **Waiting State**: The session status immediately changes to **Waiting** (`awaiting_handoff`), alerting your team that someone requires immediate assistance.
3. **Claiming the Chat**: A human support agent goes to the **Waiting** tab in the Chat Sessions dashboard and clicks **Claim Session**.
4. **Agent Reply**: The session automatically moves to the **Human Active** tab. The agent can now type messages directly into the dashboard interface, which will be sent to the user in real-time.
5. **Resolution**: Once the customer issue is fully resolved, the agent clicks **Resolve**, moving the chat log to the **Ended** tab for future auditing.

> **Tip:** If a user abandons the chat while in the "Waiting" state, the session will eventually time out and automatically move to the "Abandoned" tab to keep your inbox clean.

## Related Topics

* [Inbox and Session Management: Track AI Agent Conversations](/inbox/session-management)
* [Exporting Data: Download AI Agent Chat Transcripts](/inbox/exporting-data)
* [Analytics: Measure AI Agent and Customer Satisfaction](/inbox/analytics)