How AI-to-human handoff works in CAAC Go

When a visitor asks something about your business that your content doesn't cover, the CAAC Go AI doesn't guess. It tells the visitor your team will check, asks for their contact details, flags the conversation for follow-up and emails you the exact question. On every plan, you can then Take over the conversation in Inbox, reply yourself, and click ✨ Hand back to AI when you're done.

Before you start

Your agent should be trained and live — see how to train your AI agent.

Optional: the 🤝 Bring in your team action also lets the AI bring in your team when a visitor asks for a person or is upset. It's on by default under Agent → Actions.

When does the AI hand off to a human?

The AI answers only from your content and is instructed never to invent prices or hours. Every question falls into one of three cases:

• If the answer is in your content, the AI replies, usually in 1–4 sentences.
• If the question is about your business but the answer isn't in your content, the AI hands off to your team.
• If the request is off-topic, the AI declines it. There's no handoff.

What does the visitor see?

The AI tells the visitor that your team will check, then asks for their name and a way to reach them. The AI does this on its own whenever your content doesn't have the answer. Separately, when a visitor asks for a person or is upset, the 🤝 Bring in your team action collects their name and contact details and adds the team-only note "🤝 Flagged for your team to follow up" to the conversation.

Step 1 · Know when the AI needs you

A handoff shows up in three places:

• An email to the workspace owner the first time a question is handed off: "Your AI got stumped — here's the exact question", with a "Teach it the answer" button.
• A "Follow up" badge on the conversation in Inbox.
• An Outcome of "Follow-up" on the conversation in Activity.

If the visitor leaves an email address or phone number and 🎯 Capture lead is on (it is by default), the conversation is marked "Lead" instead. It gets a "Lead" badge in Inbox and is listed in Activity under "Leads & bookings", not under Follow-ups.

Step 2 · Find conversations that need a reply

Inbox → Follow-ups

1. Open Inbox.
2. Choose the Follow-ups filter to see flagged conversations where the visitor left no contact details. If they left an email or phone number, the conversation is marked "Lead" instead: it's under All with a "Lead" badge, and in Activity under "Leads & bookings". The other filters are All, Mine and Unassigned.
3. Or open Activity, a read-only log where every conversation has an Outcome of "Lead", "Follow-up" or "Resolved", and click Jump in → to open one in the inbox.

Step 3 · Take over the conversation

1. Open the conversation in Inbox.
2. Click Take over.
3. Type your reply.

While you're handling it, the conversation shows "⏸ AI is paused — you're handling this conversation." Replying yourself pauses the AI too, so it won't talk over you.

If the visitor has already left the chat, use the contact details they gave to reach them directly.

Step 4 · Hand back to the AI or close the conversation

• Click ✨ Hand back to AI to let the AI continue. If the visitor's last message hasn't been answered yet, the AI answers it right away.
• Or close the conversation when it's done. The AI then handles future messages.

Step 5 · Teach the answer so it doesn't need you next time

Every question the AI hands off also appears under Suggestions, so one reply from you can become a permanent answer.

Data sources → Suggestions → Add to knowledge → ✨ Draft with AI → Save & teach

1. Open Data sources and choose Suggestions. Questions asked more than once and replies visitors rated 👎 are listed first, under "Teach these first". Questions asked only once are listed below them.
2. Click Add to knowledge on a question.
3. Click ✨ Draft with AI for a first answer, then check and edit it.
4. Click Save & teach.

You can also start from the "Teach it the answer" button in the email. Once the answer is in your content, the AI can use it the next time someone asks.

Step 6 · Choose your notifications

Email notifications go to the workspace owner. Choose which ones you get under Workspace → Notifications:

• "Leads & bookings" — when your AI captures a lead or takes a booking request.
• "AI alerts" — when your AI hands off a question for you to teach.
• "Weekly digest" — a summary email every Monday.

To copy lead and digest emails to a shared inbox, add the address under "Also send lead & digest emails to".

While you have CAAC Go open in your browser, new customer messages also trigger an on-screen alert on any page, including the inbox, plus a count in the browser tab. You can switch these on or off for each device under "Browser alerts (this device)" on the same page. Browser alerts only appear while CAAC Go is open, so keep "AI alerts" emails on to be sure you see every handoff.

Common questions

What does the visitor see when the AI hands off?

The AI tells them your team will check and asks for their name and contact details. The conversation is then flagged for your team to follow up.

Does the AI keep replying after I step in?

No. When you click Take over or reply yourself, the AI pauses and the conversation shows "⏸ AI is paused — you're handling this conversation." It stays paused until you click ✨ Hand back to AI or close the conversation.

Can I limit handoffs to business hours?

No. There's no business-hours setting. The AI answers 24/7, and handed-off conversations wait under Follow-ups (or, if the visitor left an email or phone number, under "Leads & bookings" in Activity) until someone on your team replies.

How do I stop the same question being handed off again?

Teach it. Open Data sources → Suggestions, click Add to knowledge, then Save & teach. Next time, the AI answers from your content.

Which plans include handoff and the Inbox?

All of them, including Free. The 🤝 Bring in your team action, the Inbox with Take over and ✨ Hand back to AI, and the handoff emails work on every plan.

Try CAAC Go on your website — no signup. Related: how to train your AI agent and how to capture leads and booking requests.

Last updated 2026-09-28