Human handoff

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Handoff pauses automation for one conversation so a teammate can reply. It does not affect the rest of the inbox.

The two states

A conversation is always in one of two states:

State	Who replies
Automation active (default)	The project’s hosted agent or external webhook can answer.
Handoff on	Automations, external webhooks, and public API outbound sends are paused. A teammate handles the conversation in the inbox.

What handoff pauses

When handoff is on for a conversation, Wabery will not:

Run native automations or auto-replies for new inbound messages.
Forward new inbound messages to an external project webhook.
Queue outbound automated replies through POST /v1/messages; the API returns 409 ai_handoff_active instead.

Manual teammate replies from Inbox still work. Handoff stays active until someone turns it off, so a human conversation is never taken back by an automation mid-reply.

Turning handoff on

Handoff turns on automatically when either happens:

A teammate replies manually in the inbox (/inbox). Sending a manual message means a human is now handling the thread, so the configured agent steps back.
An automation runs Pause Replies. Use the Pause Replies action to escalate on a keyword or condition — e.g. keyword refund → Pause Replies, so a teammate takes over.

A teammate can also flip it on directly from the Handoff toggle in the conversation’s details panel.

Turning handoff off

Open the conversation in the inbox and switch Handoff off (or use Turn off handoff in the conversation banner). The project’s hosted agent or external webhook can answer new messages again.

Where you see it

Inbox banner — an open conversation on handoff shows a banner: “Handoff on — you’re handling this,” with a one-click way to hand it back.
Conversation list — threads on handoff are tagged with a Handoff badge so your team can spot what needs a human.
Details panel — the Handoff toggle shows and controls the current state.

Handoff emails

Wabery emails the organization’s owners and admins who have a verified email address, so a customer who needs a person is not left waiting:

When a customer needs a person. When your agent or a Pause Replies automation requests a handoff, owners and admins get an email about 2 minutes later, unless a teammate has already replied. The short wait lets the email include the messages the customer sends around the handoff.
When a customer is waiting for a reply. While handoff is on, if the customer writes and nobody on your team replies within 2 minutes, owners and admins get one reminder with the customer’s latest messages. More messages before you reply do not send more emails. After you reply, the next unanswered message can send a new reminder.

Replies from your agent or automations do not count as a reply from your team, and a customer’s emoji reaction does not count as a new message. Sandbox and browser test chats never send handoff emails.

Both switches are on by default. Turn handoff emails off for a whole project in Project settings → Inbox notifications, or for one contact with the Handoff emails switch in the conversation’s details panel.