# From AI to human — without the customer losing the thread

Human handover in coreAI lets a support agent take over an ongoing AI conversation without switching channels. The customer doesn't have to send an email, fill in a new form or explain the problem again — the conversation continues in the same widget, from the last message the AI sent.

## When is the conversation handed over?

Handover is one click away. When the feature is enabled, a link appears in the chat that lets the customer choose to talk to a human — without having to phrase the request in words or argue their way through the AI. When the customer clicks, coreAI signals to your team that a conversation is ready to be picked up.

That means two things in practice:

- The path to a human is visible and predictable — the customer always sees the option, and doesn't have to guess which words trigger an escalation
- The full conversation context comes along — no "could you repeat what the problem was?" when the agent picks it up

The feature is a setting per coreAI assistant, so you decide whether and when the link is available.

## What happens when no one is online?

The link only appears when at least one agent is online in the coreAI portal. When everyone goes offline, the link disappears automatically — the customer doesn't see an option that can't be honoured, and the AI keeps answering questions as usual. Availability follows whoever is actually online, so you don't have to maintain business hours or write your own out-of-office messages.

## What the customer sees, and what the agent sees

For the customer, the handover looks like a natural transition in the same chat window: a short message that an agent is taking over, and then the conversation continues as usual — same window, same history, same click to send a new message.

For the agent, the conversation opens in coreAI's portal with the full backstory visible: what the customer asked, what the AI answered, which sources the answers were built on. That's what sets it apart from a traditional ticket system — the agent doesn't have to read an email summary and then open five tabs to find out what was actually said.

## Why this beats an escalation form

Most AI-fronted support solutions fall back to a form when the AI runs out of road: the customer is told to enter name, email and a description of the problem, and waits for a reply in a separate channel. It works, but it costs one thing — the context the customer has already given.

With coreAI's handover, the customer keeps the thread and your team gets a conversation that's pre-qualified. The AI has already asked follow-up questions and pulled relevant information from the knowledge base, so the conversation can continue where the AI left off — not start from scratch.

[Get in touch to enable human handover on your solution](https://coreai.no/en/contact), or see the [handover-to-customer-service solution page](https://coreai.no/en/solutions) to see how the feature works in practice.