Knows when you’re needed.
Set handoff rules for sensitive requests, missing information, and work outside the agent’s role.
AI-to-human handoffsCarry on.
Carry on.
Without the catch-up.
When an AI agent needs a person, the conversation comes too. Give your team the history to take over and the room to use their judgment.
New hands.
Same conversation.
An exception needs approval. A question goes beyond the agent’s role. Your team takes over with the available records and the unresolved request in view.
AI agent · June
This needs a person.
The customer is asking for an exception outside the agent’s role.
Context included
Conversation history, linked order, and the unresolved request.
Support team · Alex
Ready to pick it up.
Alex can review the source and decide how to handle the exception.
Read the handoff note
Maya’s order now shows Friday. She is requesting a delivery exception. June has read the order but has not promised an exception or changed the record.
Example handoffProduct preview with example data.
Brings you up to speed.
The conversation and relevant records stay with the case. See what was tried and what still needs an answer.
Leaves the next move to you.
Clear ownership keeps the AI agent from competing with a human response. Your team handles the next step.
Questions,
answered.
When should AI hand over?
Use the cases your team already escalates, plus missing information or actions outside the AI agent’s permissions.
Can we review a draft instead?
Yes. Draft review can be your default, with a full handoff for cases that need it.
How do you prevent overlapping replies?
Fibric coordinates work on each record. Your workflow’s ownership and permissions determine who can act.