What triggers a handoff
- The customer asks for a human
- The customer is frustrated or angry
- The request is about sales, billing, a security issue, or an incident
- Ari’s search finds no relevant knowledge, or its draft doesn’t pass its own quality check
- A user is @-mentioned on a Slack thread
- Anything you’ve told Ari to handoff via Custom Instructions
What happens mechanically
Ari genuinely transfers ownership. It sends a short handoff message to the customer (you can turn this off in preferences), unassigns itself, and never continues helping after handing off.Customizing the handoff
The handoff message is written by Ari each time; there’s no template to edit. To shape it, use Custom Instructions to set expectations (“the team replies within 2 hours”), have Ari collect details your team needs, or force specific topics to always go to a human.Continue work after handoff
Use theAri unassigned workflow trigger to start a workflow when Ari handsoff, for example:
- Have the workflow post to Slack so that you know about the handoff
- Kick off a Sidekick investigation
- Automatically assign someone else from the team