# Human handoff

> When the agent brings in a person, how your team joins, and how to hand back.

- Canonical page: https://synconone.com/docs/human-handoff
- Section: Customer experience
- Updated: 2026-10-22

The agent brings in a person when a conversation needs one, and your team can step in at any time.

## When it hands over

It hands over when a visitor asks for a person, when a subject is one your [agent policy](https://synconone.com/docs/behaviour) says always goes to a person, or when it cannot answer well enough. The handover carries a brief: who is asking, why, and what is still open.

## Join a conversation

1. Open the conversation in Inbox.
2. Press **Join conversation**. Joining opens the composer and stops the agent replying.
3. Reply as yourself. The visitor sees that a person has joined.

## Hand back or transfer

When you are done, press **Hand back to agent** and it carries on from where you left off. To pass the conversation to someone else instead, transfer it.

> **Outside your hours** Set your team's hours in Settings → Hours. Outside them, the agent says when a person will be back instead of promising one now.