How do I send AI hand-offs about a topic to one team or one person?

Some questions should go to one team or one person, not to whoever is free: a prayer request to your pastoral team, a visa question to your licensed adviser. A hand-off route tells the AI where those go.

Add a route

Only admins can add routes.

1. Go to Settings, then Inbox, then Teams.
2. Under your teams, find Hand-offs from the AI and click New route.
3. Give it a short name, for example Pastoral care.
4. Under When to use it, describe the topic in plain words, for example Prayer requests, grief, marriage or family trouble. The AI reads this to decide, so say what the customer would be asking about.
5. Under Send it to, pick one team or one person.
6. Click Add route. It shows in the list with where it goes.

You can have up to five routes. To change one, click the pencil. To stop using one, click the bin; those hand-offs go to your whole team again.

What happens when the AI hands over

Everything that happens today still happens: the customer is told someone will help, and your team gets the usual hand-off notification. Then, a few moments later:

• A team route puts the team on the conversation. Each teammate on it who has notifications turned on gets one that says Needs you, then the route's name, in place of the earlier one on that device.
• A person route assigns the conversation to that person and notifies them, as long as nobody has picked it up yet. If someone already has it, it stays with them and the route's person is not notified.

The hand-off note in the conversation, which only your team can see, says where it went, for example Sent to: Pastoral care, or Sent to: Visa adviser (already with Sam). A very short chat gets just that one line.

The AI never stops anyone else on your team from opening the conversation. A route decides who is told first, not who can see it.

Good to know

• The AI picks at most one route, and only when the chat matches a description. When nothing matches, the hand-off works as it always has.
• The AI can get it wrong, so keep each description clear and different from the others.
• If you delete a team, its routes are removed too. A route to someone who has left your team does nothing until you change it.
• Routes are only used when the AI hands over. They do not change where new conversations go.