Workflow node reference
Human Handoff
Stop execution and hand off the conversation to a human. Exact configuration, outputs, execution behavior, errors, limits, and examples for the Human Handoff workflow node.
What this guide covers
- Category: Actions.
- Use it to stop automated handling and place a conversation in the human queue or assign a specific teammate.
- 13 configuration fields and 3 documented outputs.
- The node is terminal for the current automated path.
What this node does
Stop execution and hand off the conversation to a human
Use it to stop automated handling and place a conversation in the human queue or assign a specific teammate.
When not to use it
Do not use it for a simple alert that should let automation continue; use Notify Team.
Prerequisites
- Current conversation
- Queue or available teammate
- Valid selected alert destinations
- Customer message when Notify Customer is enabled
Current conversation. Queue or available teammate. Valid selected alert destinations. Customer message when Notify Customer is enabled
Inputs and configuration fields
| Field | Key | Control / type | Requirement | Default | Accepted values and behavior |
|---|---|---|---|---|---|
Handoff Target | target_type | select | Required when shown | queue | Route to the human queue or assign a specific teammate.. Human support queue (queue), Specific teammate (agent) |
Assign To | agent_id | select | Required when shown | No default | Required when assigning this handoff to a specific teammate.. shown when target_type equals agent |
Handoff Note | transfer_message | variable-input | Required when shown | Customer needs human help. Message: {{context.message.content}} | Internal note for the human teammate.. Customer needs human help with {{nodes.classifier.category_name}}. Variables supported |
Build Conversation Summary | include_summary | toggle | Optional | true | Store a handoff summary from recent conversation context.. Value accepted by the displayed control |
Alert Channels | alert_channels | multi-select | Optional | ["in_app"] | Notify humans that this conversation is waiting. WhatsApp alerts use this workflow's connected number.. In-App (in_app), WhatsApp (whatsapp), Email (email), Slack (slack) |
WhatsApp Alert Recipients | whatsapp_alert_recipients | variable-input | Required when shown | No default | Phone numbers to alert on WhatsApp. Use one per line or separate with commas.. shown when alert_channels contains whatsapp. Variables supported |
Email Alert Recipients | email_alert_recipients | variable-input | Required when shown | No default | shown when alert_channels contains email. Variables supported |
Slack Channel | slack_channel | text | Required when shown | No default | shown when alert_channels contains slack |
Alert Message | alert_message | variable-input | Optional | No default | Optional internal alert text. Leave empty to use the generated handoff summary.. Customer needs human help. Open the conversation in Yanola.. Variables supported |
Resume Automation | handoff_resume_mode | select | Optional | manual | Choose whether automation resumes only by human action or after a quiet period.. Manual only (manual), After inactivity (after_inactivity) |
Inactivity Minutes | handoff_resume_after_minutes | number | Required when shown | 120 | Automation resumes on the next customer message after this many quiet minutes.. minimum 1; maximum 10080; shown when handoff_resume_mode equals after_inactivity |
Notify Customer | notify_customer | toggle | Optional | true | Send a message to the customer before pausing automation.. Value accepted by the displayed control |
Customer Message | customer_message | variable-input | Required when shown | I'm going to hand this over to a teammate who can help from here. | shown when notify_customer equals true. Variables supported |
Configure the node
- Drag Human Handoff from Actions in the node palette.
- Select the node to open its configuration drawer.
- Complete every required field and any conditional field revealed by your choices.
- Insert variables only from the current trigger or an earlier node on the same path.
- Connect every required output handle to the intended next step.
- Save and run Workflow Test with representative data before activation.
Outputs
Later nodes can use these values only after this node has run successfully on the same execution path.
| Variable | Type | Meaning |
|---|---|---|
{{nodes.transfer_conversation.handed_off}} | boolean | Whether workflow execution paused for human intervention |
{{nodes.transfer_conversation.handoff_target}} | string | Who should handle the conversation |
{{nodes.transfer_conversation.conversation_id}} | string | Conversation waiting for human intervention |
Execution behavior
- Creates a handoff with optional summary and internal note.
- Alerts configured channels.
- Optionally messages the customer, pauses automation, and exposes the conversation in Chat.
- Automation resumes manually or on the next customer message after the configured inactivity period.
Do not assume a failed node is automatically retried. Review the execution result and the relevant service documentation before repeating an operation that could create a duplicate side effect.
Example use case
Escalate billing disputes, notify support in-app, and send the customer a handoff acknowledgement.
Message Received → Classifier → Human HandoffCommon errors
| Symptom | Resolution |
|---|---|
Specific teammate is unavailable | Use the human support queue; general team administration may not be available. |
Alert fails | Validate channel recipients and Slack connection. |
Customer message cannot send | Check Sender, service window, recipient, and Balance. |
Limitations
The node is terminal for the current automated path.
Inactivity Minutes accepts 1–10080 and resumes on a subsequent customer message after the quiet period.
The node is terminal for the current automated path. Inactivity Minutes accepts 1–10080 and resumes on a subsequent customer message after the quiet period.