Handover, under Control flow, transfers the conversation to a human agent. The agent stops there: nothing runs after it, so the step has no outlet.

When it runs, Natiq creates a ticket and offers the conversation to the agents of the destination queue. It then appears in the Inbox, where your team replies.

Choose where it goes

Under Where it goes, set Transfer to queue:

A Handover step picks the queue the conversation goes to and can add conversation tags.

1. 1Where it goes

• Default keeps the conversation in the queue it arrived in.
• Any other queue sends it there.

If the queue you choose has no agents yet, the inspector says conversations will wait unassigned until someone is added under Inbox → Queues. When you publish, Natiq offers to add agents for you in the Who receives these conversations? step. See Publish an agent.

Add conversation tags

Under Conversation tags, enter comma-separated Tags. They are attached to the conversation on transfer, so your team can filter and report on them in the Inbox. They apply when you leave the field.

Good to know

• A handover needs a live conversation. A flow that starts only from webhooks, schedules or apps cannot contain one: publishing is blocked until you enable the customer-message trigger or remove the step.
• If the queue a Handover points at is deleted, the step is flagged. Open it and pick a destination again.
• A handover has no outgoing connections. Put the steps you want to run before it.
• In Test and other headless runs the transcript only notes where a handover would have happened.

Use it well

1. Decide when the agent should give up: the customer asks for a person, an AI step fails, or a Router sees a case you do not automate.

2. Add a Handover at the end of each of those paths.

3. Set the queue and tags so the right team sees it with context.

4. Preview each path.

Next steps

Logic stepsRoute different cases to different handovers.