Handoff Notification

When a conversation is assigned to a human agent, proactively notify the agent and supervisors via Email and the Notification Center to reduce handoff response time

When a conversation is transferred from AI to a human and assigned to a customer service agent, MaiAgent proactively notifies the agent via Email and the Notification Center (with optional CC to supervisors), so the agent can receive an alert the moment a conversation is assigned — even without constantly monitoring the dashboard — and take over promptly.

This feature is part of the Human Handoff Settings. Notifications are only sent when Human Handoff is enabled for the conversation platform.

When Are Notifications Sent?

Notifications are sent the moment a conversation is assigned to a specific agent (Human Assigned), covering two channels simultaneously:

• Email Notification: Sent to the assigned agent; CC recipients (e.g., supervisors) also receive a copy of the same email (all recipients are visible to each other).

• Notification Center Announcement: A "Handoff Notification" announcement is posted in the bell icon (Notification Center) at the top-right of the dashboard for the assigned agent and CC recipients, with a link to the conversation.

Notifications are only sent when a conversation is assigned. If a conversation has entered the human handoff queue but has not yet been assigned to a specific agent, no notification is sent at this stage.

What Notifications Do Not Do

• Clicking the link in the Email or announcement only opens the conversation — it does not automatically switch the conversation to human response mode. After entering the conversation, the agent still needs to click the Take Over button at the top of the conversation to stop AI auto-replies and take over manually.

• Notifications are not sent to the customer; they are purely internal reminders for staff. The handoff message visible to the customer is not affected.

How to Configure Notifications

1

Enter Notification Settings

1. Go to Settings and open the Conversation Platform you want to configure.

2. Switch to the Human Handoff Settings tab and make sure Enable Human Handoff is turned on at the top.

3. Click the Notification sub-tab.

If human handoff is not yet enabled, the Notification tab will display the message "Human handoff is currently disabled. Notifications will only be sent after it is enabled." — please enable human handoff first.

2

Choose Notification Channels

The Notification tab provides two toggles. When human handoff is enabled, both are turned on by default and can be individually disabled as needed:

• Notification Center Announcement: When a conversation is assigned, an announcement is posted in the Notification Center for the assigned agent and CC recipients.

• Email Notification: When a conversation is assigned, an Email is sent to the assigned agent, and CC notifications are sent to the specified recipients.

When only one channel is disabled, the other continues to send normally.

3

Configure CC Recipients (Optional)

If you want supervisors or other staff to stay informed about human handoff activity, you can configure CC recipients:

• Send CC Notification (Members): Select members to receive CC notifications (e.g., supervisors).

• Send CC Notification (Groups): Select groups to receive CC notifications; groups are automatically expanded to include all their members.

The assigned agent is automatically excluded from CC recipients (to avoid duplicate notifications).

4

Customize Notification Templates (Optional)

Four template fields allow you to customize the notification text. Default templates are pre-filled when human handoff is enabled:

• Announcement Title Template

• Announcement Content Template

• Email Subject Template

• Email Body Template

The following variables can be used in templates and are automatically replaced with the actual conversation details when sent:

Variable	Replaced With
{agentName}	Name of the assigned customer service agent
{inboxName}	Conversation platform (inbox) name
{customerName}	Customer (visitor) name
{conversationUrl}	Link to the conversation

Default Template Content Reference

Email Subject Template

[Handoff] A conversation has been assigned to you — {inboxName}

Email Body Template

Hello {agentName},

A conversation from {customerName} in inbox "{inboxName}" has been assigned to you.
Please click the link below to enter the dashboard conversation:
{conversationUrl}

Announcement Title Template

Conversation assigned: {customerName}

Announcement Content Template

A conversation from {customerName} in inbox "{inboxName}" has been assigned to {agentName}. Please go to the dashboard to review.

5

Save Settings

Once saved, the settings take effect immediately. From then on, whenever a conversation on this platform is assigned to an agent, the system will send notifications according to the above settings.

When Enable Human Handoff is turned off, notifications will also stop being sent. However, the notification settings are preserved; re-enabling human handoff will restore the previous settings.

What Recipients See

Email Notification

The assigned agent receives a MaiAgent-branded Email with the subject and body generated from the templates, including a link to the conversation. CC recipients receive a copy of the same email (all recipients are visible to each other).

Notification Center Announcement

Click the bell icon at the top-right of the dashboard to open the Notification Center, switch to the Organization Announcements tab, and you will see an announcement of type Handoff Notification. Click Go to Take Over in the announcement to open the conversation directly.

Handoff notifications are high-frequency transactional events. To avoid flooding the announcement list, these announcements automatically expire after 7 days.

Notes

• Permissions: Only users with settings permissions for the conversation platform can view and edit notification settings; this follows the existing human handoff settings permissions.

• Agent has no Email: If the assigned agent does not have an Email configured, the system automatically skips the Email channel, but the Notification Center announcement is still sent normally without affecting other recipients.

• Channels are independent: The Email and Notification Center channels operate independently. A failure in one does not affect the other, nor does it affect the conversation assignment process.

• Taking over after entering the conversation: As mentioned above, the link only navigates to the conversation itself. Actual takeover is controlled by the Take Over button at the top of the conversation.