Handoff to your team
When the AI agent hands a conversation to your team, how to take over, and how to give it back.
The AI agent answers most questions on its own, but some moments need a person: a customer ready to book, a complaint, or a question your data doesn't cover. When that happens the conversation moves to Needs you and you get notified.
When does a conversation move to "Needs you"?
| Situation | What the AI does | Does the AI keep replying? |
|---|---|---|
| The customer is qualified: the AI has the trip details and a way to reach them, or they clearly want to book | Writes a summary, scores the lead (hot / warm / cold), moves it to Qualified, and tells the customer a consultant will contact them | Yes. It keeps answering questions until a teammate replies or takes over |
| The customer asks for a person, complains, or has a payment, refund or existing-booking issue | Tells the customer a teammate will continue, and writes a handoff reason and summary | No, it pauses |
| One of your rules under "When to hand off to a human" applies | Same as above | No, it pauses |
| A question with no answer in your packages, services or FAQs | Hands over instead of making something up | No, it pauses |
| Your monthly AI conversations are used up | New chats go straight to your team | No |
| The AI couldn't reply for a technical reason | Hands over so the customer isn't left waiting | No |
In these cases the AI raises the priority to High (for a qualified lead, High when the score is hot), so the conversation stands out in red.
The Handoff reason shows in the Details panel. If the AI wrote its own reason you'll read it as is; when the system handed over, you'll see one of these:
- "The AI asked a teammate to take over"
- "The AI agent is turned off"
- "The AI couldn't reply (technical issue)"
- "AI conversations used up for this month"
Set your own handoff rules
On the AI agent page, list the situations where the agent should stop under When to hand off to a human, for example big groups or corporate bookings. See Instructions and, for qualification, Qualification.
How you'll know a chat is waiting
- The red number next to Conversations in the sidebar (and the phone tab bar) counts chats that need you.
- An in-app notification (the bell) with the customer's name and summary. Tap it to open the conversation or the lead.
- A device notification, even when Flyby is closed, if you turn it on in Settings → Notifications. Notifications are set per device; on iPhone install the app first.
| Notification | Who gets it |
|---|---|
| A conversation needs you (asked for a person, complaint, handoff rule) | Owner and managers |
| The AI agent couldn't reply | Owner and managers |
| Qualified lead (hot / warm / cold) | Owner, managers and lead moderators |
Taking over
Open the conversation
From the Needs you tab or the notification. Read the AI summary and Handoff reason in the Details panel first, so you don't ask the customer something they already said.
Click "Take over"
The AI stops, the conversation becomes With team and is assigned to you, and a line is added to the thread saying you took over.
Reply to the customer
Type in the Reply box and send (or press Enter). Need help with the wording? Click Suggest a reply with AI and the agent drafts one in the reply box. Review and edit it before sending.
Replying takes over automatically
If you send a reply while the AI is active, you'll see "Sending a message pauses the AI in this conversation". As soon as you send, the AI stops and the chat is assigned to you, just like clicking Take over. Internal notes don't pause the AI.
Handing back to the AI
Done with the part that needed a person? Click Hand back to AI at the top. The conversation returns to AI agent, the handoff reason is cleared, and the AI answers the customer's next messages.
If the customer's last message is still unanswered and you want the AI to answer it now, open the ⋮ menu and choose Let the AI reply now. It only works when the last message is from the customer, and it works even while the AI is paused in that chat.
Tips for your sales team
- Reply fast to qualified leads. The AI told them a consultant would get in touch, so every minute counts, especially for hot leads.
- Agree who handles what. Use assignment so nobody replies to the same customer twice.
- Set your working hours. Outside your working hours the AI tells customers the team will follow up during business hours instead of promising an instant reply.
- Close conversations when you're done, so With team stays clean.
Next
The inbox
Every customer message from WhatsApp, Messenger, Instagram and your website chat in one place, with a clear view of who is replying to whom.
Notes & assignment
Leave internal notes for your team, assign a conversation to a teammate, and use the AI summary and lead panel without leaving the chat.