# Handing conversations off to an AI Agent

> You can transfer conversations to an AI Agent team in two ways: manually by assigning the AI Agent team or via an automated workflow.

Source: https://help.kustomer.com/en_us/hand-off-options-BkAfYVRqkl

Last updated: 2026-03-19T23:56:19.160Z

**Note:** This article covers usage of AI for Customers 1.0. Kustomer has launched AI for Customers 2.0, powered by the Kustomer AI Reasoning Engine. To learn more, see [Creating AI automations](https://kustomer.kustomer.help/en_us/creating-ai-automations-SyuRCs3tZl).

You can transfer conversations to an AI Agent team in two ways: manually by assigning the AI Agent team or via an automated workflow. These options let you decide how and when AI Agents get involved in customer interactions.

**Who can access this feature?**

**User types**

Admins for organizations that have the AI Agents for Customers add-on can access these features.

  

### In this article

*   [Manually assign  a conversation to an AI Agent team](#manual)
*   [Use Customer Assist to hand off a conversation to an AI Agent team](#ca)
*   [Use a workflow to hand off a conversation to an AI Agent team](#workflow)

### Manually assign a conversation to an AI Agent team

Enable a setting that allows agents to manually assign conversations to an AI agent team.

> **Note:** The AI agent team only appears in conversations that meet its deployment conditions. For example, if the team supports email only, it appears in the assignment menu only for email conversations.

#### Enable human-to-AI agent team handoff

To allow manual assignment:

1.  From the left navigation panel, click the **Kustomer AI** icon.
    
2.  In the Kustomer AI menu, select **Customers v1.0**.
    
3.  Create a new AI agent team or select an existing team.
    
4.  Click the **Settings** tab.
    
5.  Turn on _Enable human-to-AI Agent Team handoff_.
    
6.  Click **Save**.
    

After you enable this setting, the AI agent team appears in the **Assign to user** dropdown on a conversation.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3e928610f715660ed38b44ef9af68e00.png)

#### Assign a conversation with context

When you assign a conversation to an AI agent team, you can include a note to provide additional context.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c78e97b19617630df524944abebec6d6.png)

For example, if the conversation is about a return, include a note that the refund is approved.

*   The note appears in the conversation.
    
*   The AI agent uses the note to inform its response.
    

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/8e03fd7a86fe60ae08868160ecf0f75f.png)

#### Use @mentions to assign an AI agent team

If human-to-AI agent team handoff is enabled, you can also assign a conversation by mentioning the team in a note.

*   Type `@` and select the AI agent team.
    
*   The AI agent reviews all notes where it is mentioned to gather context before responding.
    

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/ed32b75a80415515da604a63ded1a541.png)

### Use Customer Assist to hand off a conversation to an AI Agent team

Use Customer Assist to transfer a conversation to an AI agent team with the **Transfer to AI Agent team** interaction.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b8f46b6529509c2987471dcda01967fb.png)

To learn more about this interaction, see [Use Customer Assist to hand off a conversation to an AI Agent team](https://help.kustomer.com/en_us/customer-assist-to-ai-agent-team-BkfrU13Jl).

### Use a workflow to hand off a conversation to an AI Agent team

You can use the **AI Agent Handoff** action to transfer a conversation to an AI Agent team.

  

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/846778436aca5baddcbc9dbe30a1665f.png)

For a tutorial on how you could use this action, see [Tutorial: Use a workflow to hand off a conversation to an AI Agent team](http://help.kustomer.com/tutorial-workflow-to-hand-off-By2nMANskx).