The Agent Handover feature in Manifest allows you to control how conversations are transitioned from the AI assistant to a human agent. You can configure handover rules based on customer intent, specific messages, business hours, and preferred support channels.
Agent Handover is divided into three main sections:
Manage Handover
Agent Handover Flows
Business Hours Settings
1. Manage Handover
In this section, you can define when an agent handover should be triggered—beyond just when a user types “I want to talk to a person.”
By default, agent handover occurs when:
The customer explicitly requests a human agent.
Manifest AI is unable to respond due to lack of data.
You can customize:
Intent-based triggers: Define which conversation intents should result in a handover.
Message-based triggers: Define specific messages (or similar phrases) that will prompt a handover.
Conversation Summary (optional): Enable this to provide a quick summary of the chat before routing to a human agent, asking the customer if they need further help.
Steps to Manage Handover:
Go to the Agent Handover tab in the Manifest dashboard.
Click on Manage Handover.
Select intents by clicking the Intent button.
Add relevant messages using the Message button.
Enable/disable Provide conversation summary before handover based on preference.
Click Save Changes.
You can remove a selected intent by clicking the cross (×) icon.
To manage configured messages, use the following options:
Edit the message by clicking the edit icon.
Delete the message by clicking the delete icon.
2. Agent Handover Flows
Here, you configure the actual handover methods that the system will use when a handover is triggered. The supported handover types include:
1. Support Request
Used to collect customer info and send the chat summary to your email (e.g., via Gmail).
Name of Action: This appears to customers.
Collect from User: Select data fields to collect (e.g., email, phone).
Receive details on: Destination email where requests are sent.
2. Support Contact Details
Directs users to available contact options (e.g., social or messaging platforms).
Options include:
Email (includes chat summary if enabled)
Phone Number (prefilled from onboarding)
WhatsApp (summary sent if enabled)
Text Message (summary sent if enabled)
Instagram
Messenger
Support Link (includes action name + custom link)
3. Live Chat Integrations
Connect to third-party live chat platforms. Only one integration can be active at a time.
Available integrations:
Freshchat
Shopify Inbox
Gorgias Inbox
Kustomer
Bik Inbox (includes lead form + ticket creation)
Zendesk Chat:
Open in Manifest: Stay within Manifest with in-chat ticketing
Open in Zendesk Chat: Redirects to Zendesk chat
Chat summaries are shared only if enabled in Manage Handover and supported by the integration.
4. Create a Ticket
Creates support tickets in connected platforms and shares ticket ID with the customer.
Supported:
Gorgias
Zendesk
5. Custom Handover
Configure a custom flow for handover.
Name of Action: Custom name for the option.
Connect Flow: Choose from pre-built flows for the customer journey.
Steps to Configure Handover Flows:
Go to the Agent Handover tab.
Click Agent Handover Flows.
Click the Edit icon for each method:
Support Request: Set action name, fields to collect, and email to receive info.
Support Contact Details: Configure as needed and rename action.
Live Chat: Select and connect integrations (via Go to Integrations modal).
Create Ticket: Select platform, rename action, and connect integration.
Custom Handover: Set action name and choose a predefined flow.
Click Save after each update.
3. Business Hours Settings
Set your store’s operating hours and choose different handover flows based on business and non-business hours.
By default:
All days are selected.
Available hours: 12:00 AM – 11:59 PM
Default handover method: Support Request
Steps to Configure Business Hours & Handover Mediums:
Navigate to Agent Handover > Business Hours Settings.
Click the Edit icon to update hours.
Select available days and time ranges.
Use the Copy icon to apply the same hours across all days.
Click Save to confirm.
To configure handover mediums:
Under Agent Handover Flow During Business Hours, select the preferred support methods (checkboxes will be enabled only for configured methods).
Repeat the process for Outside Business Hours.
Click Save to apply changes.
Preview
A preview will be displayed on the right side for both business and non-business hours.
The selected medium options will be shown in the preview to help visualize the agent handover experience.
FAQs
1) What triggers agent handover by default?
By default, handover is triggered when a user asks to speak to a human or when Manifest AI cannot answer a query.
2) Will the AI summarize the conversation before handover?
Yes, if you enable the conversation summary toggle, Manifest AI will provide a brief summary and ask if the user needs further help.
3) Can I use different support channels during and after business hours?
Absolutely. You can configure different handover mediums for business and non-business hours separately.
4) How many handover methods can I enable?
You can configure all methods, but only one live chat or ticketing method can be active at a time.
For further assistance or to raise feature requests related to Agent Handover, please contact [email protected].