FareHarbor Agent: How to configure handoff settings

  • Updated

Handoff settings determine where guests interact with FareHarbor Agent. Communication channels determine what happens when the AI assistant cannot resolve a request.

Both must be configured together to ensure guests can reach your business and receive support when needed. This help page focuses on the handoff settings configuration.

Identify when handoff should occur

By default, all FareHarbor Agent workspaces are enabled with AI-only settings so that no human is needed in the loop. However, human handoff can also be configured if needed.

Handoff typically occurs when:

  • A guest requests a human
  • The assistant cannot resolve the request
  • The topic is restricted
  • The request involves refunds, complaints, or exceptions

Define handoff settings

You can define handoff settings for your FareHarbor Agent so that it knows when to transfer a customer to your human support team. Handoff settings can be configured after you have already connected and configured one or more communication channels.

To define handoff settings:

  1. Log in to the FareHarbor Dashboard.
  2. Navigate to Settings > Communication > FH Agent.
  3. Click Open FareHarbor Agent to access your workspace.

  4. Select Settings via the options on the left-hand side.

    fh-agent-settings.png
  5. Navigate to AI & Context > Handoff.

  6. Configure what happens when the FareHarbor Agent needs to escalate a conversation.

    fh-agent-handoff.png
  7. Verify that:
    • Guests can reach your team when required.
    • Handoff contact details are accurate.

Learn more about transitioning from AI to human support..

Configure handoff notifications

If you have already configured your handoff settings, you can set up notifications by email, SMS, or WhatsApp whenever the FareHarbor Agent hands a conversation off to a human.

To configure handoff notifications:

  1. Open your FareHarbor Agent workspace. 

  2. Select the two-eyes icon on any FareHarbor Agent page.

    fh-agent-chat.png

  3. Ask the FareHarbor Agent to create the automation by entering a prompt.

    For example: Send me an [email, WhatsApp message, or SMS] whenever a conversation is handed off to a human.

  4. Answer any follow-up questions from the FareHarbor Agent, such as the notification recipient or channel.
  5. Confirm the automation when the FareHarbor Agent has finished setting it up.

You’ll receive a notification whenever a conversation is handed off, including a brief summary so you can follow up quickly. 

You can also create notifications for other events that need your attention, such as urgent customer requests, conversations that have not received a human response, or workflow errors. We recommend notifying your team only when follow-up is needed, so important alerts do not get lost among routine updates.

Confirm the guest experience after escalation

To confirm the guest experience after escalation:

  1. Review escalation messaging.
  2. Update wording so guests understand what happens next.
  3. Adjust settings if guests appear confused after escalation.

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