> ## Documentation Index > Fetch the complete documentation index at: https://docs-classic.cognigy.com/llms.txt > Use this file to discover all available pages before exploring further. # Handover to Human Agent [Updated in 2026.19](https://docs-classic.cognigy.com/release-notes/2026.19.md) ![Handover to Human Agent Node](https://mintcdn.com/cognigy-docs-legacy/sbu8K_1z3Hht9e7i/_assets/ai/develop/node-reference/services/handover-to-agent.png?fit=max\&auto=format\&n=sbu8K_1z3Hht9e7i\&q=85\&s=cd1c852a22d5ad19463ee407fc834b6e) ## Description The Handover to Human Agent Node enables AI Agents to pass on conversations to human agents in contact centers. This Node is useful when your AI Agent is unable to handle the complexity of the inquiry or when a human touch is necessary to address sensitive issues or provide personalized assistance. Besides adding this Node to the Flow, create a [handover provider](https://docs-classic.cognigy.com/ai/escalate/handover-reference/overview) and an [Endpoint](https://docs-classic.cognigy.com/ai/agents/deploy/endpoint-reference/overview) and set up the connection to your contact center. Alternatively, you can use a Question Node to trigger the handover process either when a [specific Intent is detected](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/basic/question.md#escalation-intents) or when the [AI Agent misunderstands the user's input](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/basic/question.md#escalation-wrong-answers). ### Handover Process The handover process contains the following steps: 1. **Identifying Edge Cases**. When a user request is too specific for the AI Agent, it can suggest forwarding the user to a human agent without changing channels. 2. **Integration with Agent Handover**. Once the **Handover to Human Agent** Node is triggered, it sends a handover request to the contact center configured in the selected [handover provider](https://docs-classic.cognigy.com/ai/escalate/handover-reference/overview), allowing a human agent to take over the conversation. 3. **Flow Pausing and Resumption**. When a handover is initiated, the Flow pauses until the end user cancels the request or an agent finishes the conversation. Upon completion, the Flow resumes execution below the Handover to Human Agent Node. 4. **Handover Status**. The handover status can be: * **completed** — the agent finished the Handover. * **cancelled** — the user canceled the request. * **error** — an error occurred during the Handover. The object that is exposed has the following structure: ```json theme={null} { "handover": { "status": "completed" } } ``` In case of an `error` status, the handover object is extended to contain additional information: ```json theme={null} { "handover": { "status": "completed", "error": { "reason": "unsupported", "message": "" } } } ``` In case a channel doesn't support handover, the error reason is marked as `unsupported`. However, if there is an issue when contacting the handover provider, the error reason is marked as `error`. Use the **Handover Status** [Token](https://docs-classic.cognigy.com/ai/platform-features/tokens.md) to access handover status in Flow. ![Flow diagram showing handover status handling with a Lookup Node](https://mintcdn.com/cognigy-docs-legacy/sbu8K_1z3Hht9e7i/_assets/ai/develop/node-reference/services/handover-flow.png?fit=max\&auto=format\&n=sbu8K_1z3Hht9e7i\&q=85\&s=bab818d430de7ab69a6c59e238080832) ### Handover Status To configure the AI Agent's behavior based on the handover status, use a [Lookup](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/logic/lookup.md) Node to handle different outcomes. Select the **Handover Status** option in the Lookup Node settings. ### Handover Providers For a list of supported Handover services, refer to the [Handover Providers Overview](https://docs-classic.cognigy.com/ai/escalate/handover-reference/overview) documentation. ## Parameters | Parameter | Type | Description | | - | - | - | | Handover Provider | List | Sets a handover provider that you previously created in **Deploy > Handover Providers**. A section with handover provider-specific settings appears. [Configure the handover accordingly](https://docs-classic.cognigy.com/ai/escalate/handover-reference/overview): | | Handover Accepted Message | CognigyScript | The message to be outputted when the handover is requested. | | Repeat Handover Accepted Message | Toggle | Enable to repeatedly output the Handover Accepted Message if the user sends a message while waiting in the queue for an agent. | > [accordion] Cancel Handover Options > > | Parameter | Type | Description | > | - | - | - | > | Cancel Intent | CognigyScript | The Intent the user has to trigger to cancel the Handover request. | > | Cancel Button Text | CognigyScript | The text for a quick reply button that cancels the Handover request when clicked. | > [accordion] On Resolve Options > > | Parameter | Type | Description | > | - | - | - | > | Flow Continuation | List | Controls where the Flow continues after the human agent leaves the conversation. When the user needs assistance completing the Flow with the AI Agent, the conversation is handed over to a human agent. The human agent can trigger the Flow by sending a `/bot` command as a reply in the conversation interface. For example, the user enters their date of birth in an incorrect format, and the AI Agent can't process the response. The conversation is handed over to a human agent, who identifies the incorrect format and sends the corrected date using `/bot MM/DD/YYYY`. The AI Agent takes over and continues the Flow. You can select one of the following options to determine where the Flow continues: | > | Send resolve event to Virtual Agent | Toggle | Controls whether the Flow receives the `conversation_status_changed` event with the status set to `resolved`. This parameter is activated by default. | > [accordion] Event Settings > > | Parameter | Type | Description | > | - | - | - | > | Send Queue Event | Toggle | Sends an event to the Flow once the Handover is queued. | > | Send Active Event | Toggle | Sends an event to the Flow once the Handover is active. | ## More Information * [Handover Providers](https://docs-classic.cognigy.com/ai/escalate/handover-reference/overview) * [Check Agent Availability Node](https://docs-classic.cognigy.com/ai/agents/develop/node-reference/service/check-agent-availability.md) * [User Inactivity Detection and Handling](https://docs-classic.cognigy.com/ai/escalate/handover-features/user-inactivity-detection.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.