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There is no dedicated handoff settings page in the dashboard. Configure handoff through:
  1. An Escalate to human action; see Escalate to human
  2. The WhatsApp customer handoff URL (Twilio) under Actions > Integrations
  3. Instructions and guardrails that tell the agent when to offer escalation

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Typical flow

When the user asks for a human or an escalate action fires:
  1. Agent sends handoff message (link, queue confirmation, or callback promise)
  2. Conversation appears in Inbox for review
  3. Your team handles the case outside the automated loop (or via WhatsApp handoff link)
  4. Optional: Slack alert if Slack escalation is enabled

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Per channel

1

Add an escalate action

In Actions > Available actions, create an escalate action with a clear “when to call” description.
2

Configure WhatsApp (optional)

In Actions > Integrations, open the WhatsApp panel and set the handoff URL.
3

Monitor Inbox

Review escalated threads in Inbox.

Escalate to human action

Action-level escalation patterns.

WhatsApp deploy

Channel-specific setup.