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Hand-Off cover
Hand-Off cover
The Hand-Off node passes the conversation from Pearl to one of your human agents. When it triggers, Pearl stops replying in the chat and the conversation waits for a human to pick it up from the NLPearl platform. You can optionally have Pearl send a closing message first, and notify your team by SMS, email, or API. Think of it as the text-chat equivalent of transferring a call to a live agent.

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How it works

When the flow reaches the Hand-Off node, Pearl stops responding to the customer in the text chat. The conversation itself stays open - it simply waits for you to step in.
A hand-off only stops Pearl from replying. It does not close or end the conversation. The customer can keep writing, and their messages wait for you in Human Takeover.

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When the hand-off triggers

There are two ways to reach the Hand-Off node. Use either, or both together.

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From a previous node

Connect a transition from any node to the Hand-Off node. When the flow follows that transition, the hand-off runs. Use this when the hand-off is a fixed step in your flow - for example, right after a ā€œTalk to salesā€ choice.

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With a condition

In the When to trigger field, describe in plain language the situations where Pearl should hand the chat off - for example, ā€œIf the client asks to speak to a human.ā€ Pearl evaluates this throughout the conversation. Up to 250 characters.
Combine both: a fixed transition for the obvious path, and a When to trigger condition to catch everything else.

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What Pearl says before leaving

Use the Say (Optional) field to have Pearl send one last message before it stops replying - for example, to let the customer know a human is taking over. Up to 500 characters, and you can insert variables. Leave it empty for a silent hand-off.

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Notify your team

When a hand-off happens, alert your team so someone picks the conversation up quickly. You can set up notifications across three channels and add up to 3 of each - mix them freely.
To - one or more phone numbers to text.Content - the message to send. Up to 1,000 characters; supports variables.
You can add up to 3 notifications per channel - so up to 3 SMS, 3 emails, and 3 API calls. Use the + button to add another within a channel.
Most fields accept variables through the Variable button - the farewell message, SMS and email content, even the API URL - so you can drop in details like the customerā€™s name or the conversation reference.

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Take over the conversation

After a hand-off, pick the conversation up yourself from the NLPearl platform. Open Human Takeover - available both during the live chat and after it - to read the customerā€™s messages and reply directly.
New to taking over conversations? See the Human Takeover guide for the full walkthrough.